bcm 4.0 contact center logging out

[NeilNobles]

I have a bcm 400 4.0, I am running a contact center on it. Currently I only have one skillset setup for the operator and one agent. The problem that I am having is the system will just log her off for no reason. She is not missing any calls or anything else that would force her off. I have no clue what could be causing this. Oh and I just installed the latest patch and no change. ?????????????

 

[NeilNobles]

Anyone????

 

[bluemr2]

I have had these complaints before, but they are always attributable to them missing calls. How are you sure that its not happening?

 

[cook1082]

If the recept takes another call not in the CC and dosen't answer it it will log her off.

 

[NeilNobles]

So if she takes an intercom call while she is logged in it will log her off?

 

[acewarlock]

The CC doesn't know she is on another Line, it think she walked away from her phone, so it logs her out so the call can go to the other agent.


This is a Signature and not part of the answer, it appears on every reply.

This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.

 

[acewarlock]

For just 2 phone I don't know why your using CC, seem like a wast of money and makes it harder to control.


This is a Signature and not part of the answer, it appears on every reply.

This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.

 

[NeilNobles]

The operator has to have a que for the calls, she recieves over 200 calls per day. I can't think of a better way to do it, we tried making a hunt group but were not able to do so on the 400. So if she is on an internal call or just a call that comes in on one of the intercom lines and then another call comes in through the call center then it will log her out?

I guess then I need to give her another extension up front for employees to call her on and only have cc calls come in on the other?

 

[CTCINY]

Why not set her to go busy if a call is missed and give her a Busy/Not Ready key on the phone so she can just press it to receive CC calls again? Also, I have a similar setup in my office and if the receptionist or whoever is on the phone (I/C, DID or AA transfer call) the CC treats them as if they are busy and when they hang up, it gives them no break time just a direct transfer from the CC so I am not really sure why you are having that problem

 

[snowman50]

chect your agent settings..it can be set to MAKE NOT READY or FORCE AGENT TO BE LOGGED OUT if the call is not answered by the agent.
Also you can set the transfer ring back to OFF so as the call keeps ringing the phone