bcm 50 release 5 call center

[keithpen]

Have a client that has a bcm 50 release 5
When they have there agents signed into there skillset.
if they walk away from there phone and miss a call it will automatically signed them out. is there a way to avoid this

Also is there any way the system can alert the managers the agents are all signed out. they dont liek the overflow to a voicemail message.

 

[snowman50]

yes.
Go to your agent settings and select least busy.

there are now other settings to allow the agent to be auto logged in again.

10. Select Override Skillset Break Time if you want to configure the
agent?s break time on an individual basis. The default is not selected.
11. Select Not Ready Timeout if you want the agent?s status to be
automatically returned to an available state once the time out period
has expired. The agent must first be in a Not Ready state before using
this feature.
12. Select Manual Not Ready Timeout if you want the agent to manually
place themselves back in the available state after a pre-configured
timeout.
13. Select Audible Not Ready Notification Interval if you want to
enhance the Not-Ready Timeout feature. The agent is notified,
through the telephone set, when they are in the Not-Ready state by
periodic tones played in the configured intervals. This feature must be
used in conjunction with the Not Ready Timeout facility.
14. From the Missed Call Option list box select Make Not Ready (Return
to Skillset) or Automatic Logout

NOTE: 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.



over flow can be changed..select from the list

Select the Timer check box if you want Intelligent Overflow Routing to
time how long the call waits, and enter the time that a call waits in the
Skillset before it goes to the destination that you specify.
10. Select the Agents Not Logged In check box if you want Intelligent
Overflow Routing to check whether there are Agents logged on to the
Skillset, or do not select the Agents Not Logged In check box and
Intelligent Overflow Routing does not check to see if Agents are logged
on to the Skillset.

 

[keithpen]

Thanks snowman
Great help