Call Center Agent Outbound Calling

[rval80]

I'm setting up a call center on a nortel call Pilot 150. I have it working, but noticed that when I log someone into the skillset, they lose outbound calling functionality. Can someone help me understand why this happens and how to restore?

 

[allworxguy]

This is normal. Agents are supposed to be ready to receive calls. Put the phone in not ready and you'll be able to call out.


Marv ccna

http://www.telemarv.ca

Sales, Installation & Service for Norstar, BCM, Samsung & Allworx Serving Ottawa and Eastern Ontario since 1990

 

[rval80]

Another question for you, I'm getting calls saying that agents are getting logged out of the call center automatically. Will this happen if they miss a call in queue? Is there a way to always keep them logged in?

 

[allworxguy]

This again is normal. Training... agents put yourself in "not ready" before leaving your desk. No there is no option to stay logged in after missing a call.

The only options for missing a call are log out automatically or automatically not ready. This is an option in the CC.

Marv ccna

http://www.telemarv.ca

Sales, Installation & Service for Norstar, BCM, Samsung & Allworx Serving Ottawa and Eastern Ontario since 1990

 

[rval80]

Thank you Marv, that's what I thought, but I'm sure you know that the customer is always going to say that there "just has to be a way around it". Thanks again.