ACD AKYD: OAI KEY CODE?

[sos2715]

NEAX 2400 IPX

AKYD OAI Key Code Work, Break, Logon ect...

There are some feeatures that are not assigned example feature 36 and 46 are blank. Can I create another function called "Project" and have the ACD moitor that button.

Our agents work on "Projects" and we want to be able to track how long it takes them to complete a project.

If this is possible how can I do it?

 

[pabxdude]

Hi Steve;

How are you monitoring the agents status and times ? What type of MIS ?

One suggestion would be to assign a BREAK type to 'PROJECTS' and set this up in you MIS to show them in PROJECT mode. There are 9 BREAK modes in total, maybe this is an option.

Not too sure if you can assign OAI feature keys as you indicate, but maybe someone else can clarify.

Thanks.

 

[sos2715]

MIS: NEC Navigator and GNAV Client

Question on your suggestion: If I assigned a BREAK type as "PROJECTS" How do I program the switch to allow the agent to select that mode?

I programmed the Break type under NODE 1>Break Types
1=Lunch
2=Project
3=Training

Steve

 

[pabxdude]

Steve;

For an agent to select the 'Project' BREAK type, they simply need to press the BREAK key, then hit the relevant break reason key, in the ones provided, 2, and then NAVIGATOR will display in its MIS screen that the agent is in PROJECT mode.

Cheers.

 

[pabxdude]

Steve;

Add on: the process to select the BREAK could actually be:

BREAK 2 #

Cheers,

 

[sos2715]

Thank You!

I'll test it out today