ACD

[bbrown3730]

Hello;
I have two questions regarding the ACD. I am using the Avaya CM 6.1
1) As the administrator of the CM, is there a way to log in an agent who is not logged in?

2)If an agent is in aux work, can the administrator log that agent in?

Thanks for your help, awaiting responses.

 

[kyle555]

You sound like me a long time ago. Workin' as a call center agent, figured my way into the PBX, the guys had a little thing going where it didn't matter if you were late, the one guy on time would log us all in at our phones and put us in after call work or something. Good times!

To answer your question, probably not. Why? What is that going to accomplish?!

There's remote agent logout codes - especially if someone forgets to logout for the day and is in aux and your vectors do something like "go to out of hours treatment if logged in agents = 0" and you can't invoke that treatment until the agent is logged out.

There's a little trick with station traces that lets you press a key on the phone. If you wanted to press key 5 on station 2222, you'd list trace station 2222/11 where the 'slash key number' is always the number of the key +6. I've never tried for agents, but I suppose if you had a autodial to 'agent login code and agent id and agent password' that list tracing that key might log them in. Might get the same to put them auto in/manual in.

You might have trouble if its autoanswer as call center phones require being in an off-hook state with a headset connected for autoanswer, so depending on your setup, it might just logout immediately.

It still seems crazy to me. The answer to people who can't remember how to use their phone to log in isn't to push calls at them. I have some funny stories about being caught on a hot mic on a call center headset. If Sally's got the runs and heads to the washroom, you don't want be the one to make a live call come in and have noone else in the immediate vicinity be aware that their banter might be audible to a customer!