Blocking 411 calls on an agent level in the call center

[Kregar1]

Looking to block agents in the call center from dialing 411 while still allowing the upper powers to dial 411 if needed. I'm thinking it lays within the toll analysis but not sure on how to set it up to only block a certain COR. Agents have a COR of 20 while managers has a COR of 6

system is an 8700 G3 version V15 with CM 4.0

Thanks in advance on this

 

[4merAvaya]

Within the COR an FRL is defined (Facility Restriction Level). The lower the FRL the more restricted they are. 0 is the most restricted, 7 is the least restricted.

Create a new Route Pattern with an FRL that prevents the Agents from accessing it. Change your ARS Analysis table for '411' to point it to the new Route Pattern.

Kevin

 

[inerguard]

Personally I find FRL administration harder than using toll tables and COR's. Each to their own I suppose, but if you want to use COR and Toll tables, here's what to do.

1) Do a change toll 411 command. See example below. I've chosen Unrestricted call list 6 and put an X in this column. This means that on the COR you need to have 6 listed in the unrestricted toll list field to be able to dial 411. If you don't have this on your COR then you wont be able to dial 411

change toll 411 Page 1 of 1
TOLL ANALYSIS Percent Full: 11
Location: all
Total Toll CDR <--Unrestricted Call List-->
Dialed String Min Max RCL List FEAC 1 2 3 4 5 6 7 8 9 10
411 3 3 x x x


2) Now create a COR and make sure the unrestricted call list has a number 6 in the list. The example below shows a COR without 6, so anybody in my office with this COR would not be able to dial 411.

change cor 6 Page 1 of 22
CLASS OF RESTRICTION

COR Number: 6
COR Description: Admin. (International/Mobile)

FRL: 0 APLT? n
Can Be Service Observed? y Calling Party Restriction: all-toll
Can Be A Service Observer? n Called Party Restriction: none
Time of Day Chart: 1 Forced Entry of Account Codes? n
Priority Queuing? n Direct Agent Calling? n
Restriction Override: none Facility Access Trunk Test? n
Restricted Call List? n Can Change Coverage? n
Unrestricted Call List: 1 2 3 4 5 7 9
Access to MCT? y Fully Restricted Service? n
Group II Category For MFC: 7 Hear VDN of Origin Annc.? y
Send ANI for MFE? n Add/Remove Agent Skills? n
MF ANI Prefix: Automatic Charge Display? n
Hear System Music on Hold? y PASTE (Display PBX Data on Phone)? y
Can Be Picked Up By Directed Call Pickup? y
Can Use Directed Call Pickup? y
Group Controlled Restriction: inactive


Doing it this way means you control by COR who can dial various numbers and you don't need to worry about route patterns or FRL numbers.


[Started on Version 3 software 15 years a go]