Call Force - impact on Agents in NR state

[FONEGUY]

We are running SCCS 4.2 , SWC 4.5 on a 81c with CP4.0 .We recently started using call force to agents with 3905 sets . We have a small group of agents that are reserved for "special tasks" and backup call answering .This group of agents are normally logged in but in a not ready state .We have noticed that if all other available agents are busy and calls start to build in the call waiting status , the agents in the not ready mode are automatically placed back in the ready mode and a ACD call is presented to them .
As luck would have it , these unsuspecting agents have their headsets laying on the desk and don't notice the call until the hear the caller screaming at them or they notice a active call on their display .
Is this a normal function of the call force feature?
Thanks in advance for any suggestions .

 

[lretrievers]

Well the agents coming "automatically" out of Not Ready..I have never seen that happen, whether call force is on or not.

Call Force requires that an agent wear a headset because the agent gets a warning beep and is "live with the caller". That's how Call Force works. You can take the agents that are used as a backup and remove Call Force from their Call Presentation class, but that can cause other problems in the call center as to how to answer calls, so I usually don't recommend "blending" the two types of ways to present a call.

 

[johnpoole]

i am using both, but that post is correct.. you can't force a call to a handset, so unless the acd agents are always on the same set, and the next shift using that phone plays by the same rules.. mixed force has and will cause problems

john poole
bellsouth business
columbia,sc

 

[lretrievers]

In a straight ACD environment, that is correct; however in a Symposium the call presentation (Call Force in this instance) is controlled by the Symposium in the Call Presentation class assigned to the agent. So it agent specific at this point, not set specific. However, you do have to realize that in the event the Symposium is down, it will default to the ACD programming in the PBX for the queue the set is built on.

I still would not "mix" the environments in a Call Center.

 

[DancingDave]

Is the call presented as a Skillset or an ACD call?

 

[FONEGUY]

These are skillset calls . All agents have the 3905 sets , so everyone uses a headset . These "backup agents " stay in not ready until their scheduled time to take calls , they are in the ready mode for 30 minutes to a hour . While in not ready they normally take off their headsets .I have tested with one agent , if her call presentation is set to R2QLON4 she doesn't receive calls while NR , if call force is turned on she is forced into ready and calls are presented to her . I'm guessing that Call Force overides the Not Ready but I can't find any documentation to state that fact .

 

[DancingDave]

Usually it's the other way round and changes to an agent properties puts them to not ready - strange

DD

 

[lretrievers]

Call Force should not over ride the Not Ready status. If it is, you may want to have someone check into that for you.

 

[FONEGUY]

Thanks for the input . Everything that I have dealt with this week is weird , I would expect nothing else at this point .