Agent Logout while call ringing 1

[jfilary]

I have a customer who is reporting that their agents are unable to logout of the group once a call has been presented to them. I know the ideal solution is to have the agents logout if they do not want to take a call, but is there anyway that an agent can not accept a call to the group once it has already been routed to them? They basically want to be able to send the call back to the queue, or have it be distributed to the next available agent if they are for some reason not ready to accept the call.

 

[amriddle01]

Pressing the Drop key should work

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[tlpeter]

Or they forgot to log out or, if they do not want to be disturbed, put it on DND !
Being available while you should not is a user error and i think the system can not be blamed

If they are not ready yet then the wrap up timer is not set right

ACS - Implement IP Office
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[amriddle01]

Just tested it and it works, in a group if a call is presented to me I press "Drop" and the call goes to someone else in the group, but as tlpeter said ideally this should not be happening really

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[CarGoSki]

Allowing agents not to answer a ringing call is how calls not being answered starts. Good luck with that.

 

[jfilary]

Thanks amriddle01. I will have them give it a try. I know it is not a good practice, but that is what the call center admin is asking for and the customer is always right..... Right?

 

[tlpeter]

No, the customer is not right
If they use CCC then the reports will be wrong and then of course the ipo is blamed

The customer does not know the system so they are probably never right
The customer can ask if it is possible to do it a certain way and it is up to you to get the best result for that

ACS - Implement IP Office
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[jfilary]

Agreed tlpeter. I guess the sarcasm I was feeling when I wrote that last post didn't come through... I guess that is why they invented the "Emoticons"... I think perhaps this one would have done the trick -->

 

[DOIMPRO]

I remember a conference call that ended in “This is not a technical issue, this is a training opportunity” nuf said

Surprise! Most loopback jacks are located conveniently behind the ear and above the leg

 

[Nitrousman]

Hey JFilary, since I'm a customer I'm always right, right?

 

[tlpeter]

I understand the sarcasme
The best job you can do is make the customer feels he is right

ACS - Implement IP Office
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[jfilary]

You most certainly are Nitrousman!!!

 

[TomMills]

depends whos customer you are? if you're not mine, you might not be right

"There's a dog in the New Zealand section

 

[Nitrousman]

Ha, these damn VPN phones can be a real pain in the butt sometimes. QoS is pretty much a joke, they always seem to fade in and out or the caller at one end can't hear the other caller. The price of bleeding edge maybe?