Advice on remotely logging off agent, AACC 6.4

[chippowell9]

Suppose a call center supervisor wants the ability to log an agent off without hunting for the agent’s desk. These are standard, desk-based agents with 3905 phonesets, no AAAD clients.

If I’m doing this, as the AACC and CS1K admin, I would probably just DISU the ACD set and then ENLU it.

Within AACC, you could also go to Configuration, Phonesets and Voice Ports, and deacquire the set and then reacquire it there.

The call center supervisors obviously do not have access to the CS1K. They do have access to reporting and management modules in AACC, but I am reluctant to give them access to the Configuration module, because there’s so much in there they could inadvertently mess up.

Any ideas on how a call center supervisor could remotely log an agent off?

 

[Wanebo]

Give them access to view and change users in AACC Contact Center Management. After you go to View/edit > Agents if you check the box to the right of the agent you will be presented with the option to log the agent out.

 

[chippowell9]

Thank you @Wanebo, but I'm not seeing it. The box to the right on the agent can be selected, but only option is to delete. See image:

Someone else suggested this:

We are 6.4 SP16 AML with CS1000 and use the remote logout feature often. You don't need AAAD on the desktop, but you do need CCT! All TNs have to be in CCT admin section and using AST for keys (even if you use Multi-DN for call recording). You will also need to use the CCT agent checkbox feature when setting up an agent. Even though they won't be logging in as a desktop client, you cannot create a CCT agent to administer without creating them as a CCT agent.

From the Agent Tabular display, we added the two additional features to allow the supervisor to change Ready Reason Code (most used feature) and Logout the agent. The Logout Agent actually puts the set in MakeSetBusy.and logs them out of the queue. I wish it wouldn't put the set in MakeSetBusy as no calls will ring at the set, even extension calls. You can also logout the agent from AACC agent management screen by right-clicking and choosing View Agent detail, then on the bottom of the agent screen, clicking on the Logout Agent button.

But it works all without AAAD on the desktop and using AML.

Thoughts on that?

 

[TomjDenmark]

Hi Chip

In our contact center we use old sw from earlier system.
Where i have scripts that run in the evening, to logout agents that forget to logout.

I have made an application, that Supervisor start and able to logout agent entering the PosiD og agents phoneset.

Avaya even have a webservice that can do that.
Let me know if you need guide to Company that can develop Tool for you. I know the old Company

Cheers Tom