Auto-Logoff of Agents?

[hayw00d]

Hello,

Is there a way to automatically logout all agents at a given time? We have several that forget to log out, and it severely impacts the accuracy of our BCMS reports.

Firing those that contribute to the problem is not an option (yet).

Thanks in advance!

Best regards,
Jason

 

[marcell55]

As far as I know, there is no way to automatically log out an agent. It would be best to make a supervisor responsible for making sure that all agents are logged out before leaving at the end of the day. They can verify this through BCMS.

 

[avayaman]

I'm a little confused. If you want something to log them all out at once, I'm presuming the call center is closed. Unless of course you have a problem with calls stacking up when no agents are available. You can solve that with time of day controls or building a dummy Q for the supervisor to log into & detect its status at the start of your vectors & route calls accordingly. Barring that if there aren't too many agents the supervisor could attempt a remote logout of the agents one by one at day end. A function to log out all agents in a Q simultaneously would be a useful feature.

Paul Beddows
Avaya Implementation
Telus
Vancouver, Canada
E-mail via

http://www.vancouver.hm/email.html

 

[wtdurkin]

Avaya sells a module that performs this function. It should only cost around $600, and it can be set up to automatically log off agents.

 

[fesman]

Do you have a link to this on Avaya's web site? I cannot seem to find it in this abyss they call a website.

 

[rjblanch]

You could always set up a job to run a "busy stations" or "X" port all stations on Avaya Site Administration. The import data sheet could X out all of the affected stations which would then log out the agents.
Just a thought, but better than giving Avaya back some more money.

 

[fesman]

wtdurkin,

how does this software work, what parameters/events can you log agents off based upon?

 

[rjblanch]

With ASA you they have a variety of options and procedures that you can use.

The best way to see what it can do is via http:\\

http://www.avaya.com

and check under the products and services.
You could always ask avaya to send you out a "trial" copy, but i dont think that would ever happen.

 

[fesman]

wtdurkin,

I still cannot locate any information about the module you talked about, I can't find it on Avaya's website, and their 800# did not have any info on it. Do you know the name of the module or anything to get me pointed in the right direction?

Thanks,
Fred

 

[dmoore7648]

Better off not going the ASA route. One day you will get a call saying no one can login to the phones because the ASA hosed on the Release steps and all the agent phones are still busyed out. That would be a huge mess.

 

[wtdurkin]

I received the info on the logout module from our Avaya partners account team. Also, The PSO (877 927-6662) should have info. I had never implemented it directly, but know of past clients who contacted Avaya to purchase this app.

 

[Jolagues]

Has anyone been able to track down a way to do this?

José

Please let me know if this was helpful

 

[assistu]

If you have a version that is later than 11.3 (ACM 1.3) than you can remotely log out agents via a FAC. If you look on the second page of the COR there is a yes/no field that says "remotely log out agents?" Set this to yes for the person or people that you want to have this functionality. Then assign a FAC to the feature (it should be obvious which one it is). Then you just dial the FAC and the agent's ID and they are logged out! If your Multivantage software is older than that, then the easiest way is to busy-out the station. If you can't do that, then you need to walk over to the phone and do it for them...a pain I know.

 

[Jolagues]

asistu thanks for the info I am using this feature all ready but I am actually looking to run some type of script to do this automatically every night as I have a building with 600 + users that cant seem to remember to logoff on their own.

José

Please let me know if this was helpful

 

[assistu]

Wow. There is only that one way to remotely log out an agent. I can't think of how you'd acoomplish that automatically. Maybe, "Logout, or your fired!"

 

[orypecos]

I believe that a "reset system 2" will log everyone off, course it will knock everyone off of every call in the whole system, but "beans rule". As in "bean counters"i.e. CMS.

 

[freddiespencer]

Jason,

Set up another Skill that your Supervisors can login to at the end of the working day ( say, "skill 99" ). In your vectors add as the 1st line "goto step x if staffed-agents in skill 99 > 0". At step x you can then handle the call as necessary - Hours of business announcement/Voicemail etc.. When the supervisor arrives at work they just logout of skill 99 and calls will be handled as normal.

Fast Freddie.

 

[Jolagues]

orypecos

Do you know what the command "reset system 2" does exactly is it reseting the entire pbx. and if so are there any other things this might effect?

José

Please let me know if this was helpful

 

[orypecos]

In the maintenance manual it tells what each level of reset does. The reset system 2 doesn't do a full reset of the system, but is not a good way to run a business to get people to be logged off. I was actually being facecious, although I have seen managers that would go to that length for the reports to look better.

 

[Jolagues]

Thanks for the info mostly all we are trying to do by logging everyone off is to prevent huge numbers in the amount of time logged in as far as the rest of the report the managers here arent really worried about time logged in and out. it is basically to make it easier for reports to be printed and read in bcms. when I am creating the reports in excel of the numbers the care about incoming and outgoing calls thats all they want to see.




José

Please let me know if this was helpful