ACD STATUS

[danramirez]

Hi,

We recently installed a new 3300CX with 5 ACD agents, PBX is running 4.1. ACD Agents are using 5330 with Cord less headsets.

The question is: Once the Agents has logged in, how do they know they are in logg-in state? Is there a way to lit one key when they are logged in?

When the ACD no answer timer expires and the agents is logged out, they then return to their desktop and don't know what state they are.

They have asked me to program something on the 5330 screen so they know whether they are logged in or out.

Regards,

Daniel

 

[kwbMitel]

This appears to be a user issue to me. If the user manages their phone correctly, then the phone will not automatically log out.

That being said. Use ACD hotdesking. This will allow you to change the keys on login. If the user comes back and all their keys are gone, voila.

I would emphasize the users need to properly manage their phone.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[danramirez]

kbwMitel,

These are not Hotedesk Stations, this is a very simple ACD scenario, whith ACD sets (enabled ACD option on Multiline IP set Form).

The "ACD Logout Agent No Answer Timer" is set to 15 seconds, that means that if Agent doesn't take a call, ringin to him, within that time, the system loggs that agent out automatically.

In this case, the agent returns to his desk and waits for calls that will never ring to him as he is logged out.

The want a sort of visual reminder when they are in or out.

I have set the ACD logout timer to 0 in order to cancell this, until I find a better solution.

Regards,

Daniel

 

[kwbMitel]

The best solution is for the User to place their phone in Make Busy before leaving their desk.

No calls will be offered, Logout will not occur.

Make Busy lights up when active.

Solves all your issues as long as the user manages their phone properly.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[RossBC]

if they are traditional ACD enabled phones, then it should say "LOGGED OUT" on the display when not logged in.

 

[danramirez]

Thank you RossBC and kwbMitel, I like the make busy option...

 

[DoubleUT]

There is an other way of making the Agent aware. (an Agent shouldn't leave his station without logoff or Make busy state)
What you could do is programm a group presence key at the Agents phone. As soon as he is logged on the button will be green. If he/she forgot to put the phone into the correct state while leaving there place and the system logged the agent out the LED is off. But even then there is no way of helping them if there not bright enough to look at the light.

 

[danramirez]

DoubleUT,

That's true... they need a minimum level of IQ, which most of the time they don't achive.

I will try the presence key.

Regards,

Daniel