Tek-Tips is the largest IT community on the Internet today!

Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!

  • Congratulations strongm on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!

Agents leaving desk and not making themselves BUSY

Status
Not open for further replies.
Sep 11, 2009
120
US
For the absent-minded Call Center agents who are logged into a skillset and walk away from their phone BUT forget to FEATURE 908 (Make Not Ready), is there a cure..?

Supervisor posed the question: if the agent forgets to make BUSY, can the Call Center pull the call back into the queue after x number of rings?

I believe so, but not sure how to explain it's workings. Under CallPilotManager, under the Agent properties, there is a "Missed Call Option". Which we have set to "Make Not Ready (Return to Skillset). Question... is this correct setting and how many rings does it take before CC pulls the call back and place it into the queue? Is this configurable.

Please advise.
VOJ
 
Yes, that is the setting. Here's the info from the NTP

The Missed Call Option controls how a call is treated if an agent does not answer the call. Make Not Ready assigns an agent's telephone to respond as it does with the Not Ready feature enabled. Automatic Logout automatically logs an agent out of their skillset if they do not answer a call.
The default is Make Not Ready (Return to Skillset).
To assign how many rings before the Missed Call Option, change the timer for Transfer Callback Timeout.


Hope this helps!

The Phone Fox
 
There's also a place to enter a time value to make the agent ready again after the time expires. That way they don't have to manually press ready when they return.
 
Status
Not open for further replies.

Part and Inventory Search

Sponsor

Back
Top