call pick up

[symposium21]

hi guys, just wanna ask if it is possible to pick up a skillset call from symposium by another agent?
Thanks in advance....

 

[Utreg]

No.
And there's no need: an agent will be there if a call is presented, otherwise the set was put on 'Not Ready'..

 

[symposium21]

Thanks Utreg.


what can you suggest? because some of my agent forget to put their set on 'Not Ready" mode, when they step out or have a break. is there any way to get that call that was presented? Thanks

 

[Utreg]

Change the Symposium agent user properties:
Create a 'Call Presentation Class' where:
"Return call to Queue after .. seconds then make phoneset Not Ready."

 

[johnpoole]

is she using a headset? homl yes.. that logs out agents that doa walk away prior to call presentation.. other then that you can build a script that sends that call to the supervisor and she can address management problems.. we use either that or let the call ring 3 times then go back to que and make her not ready.. the good thing is that call does not loose it's place in que.. if your running fifo it will be the next call out..


john poole
bellsouth business
columbia,sc

 

[symposium21]

thanks again Utreg, thats a good suggestion.


johnpoole

yes she is using a headset, where can i find the homl? sorry im not used to this prompt. and how will it work? and how can i make that script? what should i specified to that script? thanks

 

[Utreg]

LD 23
Type ACD
..
HOML YES
..

Will logout the set automatically if headset is unplugged.

 

[johnpoole]

he's right it's in the acd group. and since it's there you don't have to out anything and reinstall...

john poole
bellsouth business
columbia,sc

 

[johnpoole]

one drawback.. if an agent uses a handset, it logs them out after each call if they hangup. they could use the rls key, but it's best just to use that with headset only groups..

older techs remember that one because it used to default yes.

john poole
bellsouth business
columbia,sc