Call Pilot Call Center 2

[NiceRing]

I have a Call Pilot installed at my busiest customer. Whenever a call is received and answered, when the agent hangs up, it automatically goes into the Not Ready mode. I see that the only 2 choices in programming are Not Ready and Make Busy. What brilliant engineer gave us only those 2 options?? So the agents have to release that Not Ready button about 100 times a day if they are to pick up calls. THEY HATE THIS!!! They are trying to do their jobs, are super busy and sometimes forget and calls just stay in queue. Is there ANY helpful solution for this issue??

Also, where can i find info on the error codes? The following are coming up regularly: rc-8448,8193,8705,8450,8704,8960,8195. on all of these, it said "PM remove call from Port Table". Complaint was that the user cleared her vmail, went to lunch for an hour, came back and had 18 messages. Most were from a day or two prior.
Thanks in advance for any help.

 

[ironhorse17]

After the agent hangs up their should be rap up time for the agent to take time to finish documenting the call, should be adjustable.

 

[NiceRing]

That is correct. i have done that. but it throws them in to Not Ready until they release the feature. again, a major aggravation, (they say), to have to do this a hundred times a day. they get a ton of calls there. thanks though.

 

[curlycord]

Did they program a Feature 908 key that has an indicator?.

Why has the rest of the world not complained about this I wonder?.




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curlycord

http://www.curlycord.com

 

[NiceRing]

The rest of the world?? A little dramatic there curlycord. You mean YOU haven't heard a complaint? that should cover the world, i guess.
Yes they have an F908 button with indicator. If they had to use feature codes every time, they would make me rip the thing out.

 

[curlycord]

Not dramatic at all....it's called exaggerated , intentionally for CICS, not directed at you personally but rather at lawyers so please lighten up.
Since this is the number one forum in the world and I have been here about 10 years and read almost every thread... it's almost true in a kidding way.

I agree in that it is perhaps a pain if that's what is required therefore why I am curious why I haven't seen a complaint like this before....almost as if they shouldn't have too?.

CC Guide
"Your Call Center Administrator can also program a Break
Time, which makes Call Center automatically wait a short time before it routes the next call to you. You
can use the Break Time to complete any paperwork required by the last call. If you need some extra time,
use Not Ready to prevent Call Center from routing another call to you."

That seems to indicate they shouldn't have to do anything after a call if ready to take on another.


What system and software? we could look at patch notes for you.



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curlycord

http://www.curlycord.com

 

[curlycord]

Not off hand......too many fixes on BCM to list or remember especially when 3 different versions and so many releases.






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curlycord

http://www.curlycord.com

 

[snowman50]

I take from your senario the call is ringing the agents extn and when they dont answer it goes into a not ready state.
Then you have to press not ready button to allow calls through to your phone.

set break time to 0
set transfer call back to OFF.

The call will be presented to the agent and when they hang up there phone will be ready to take another call.

By changing the Transfer call back Timer to OFF the call centre wont make the agent NOT READY.

BUT this means the call center will keep ringing the first AGENT it sees free and the call will keep ringing at ths phone....

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. Refer to Feature Settings section of the Telephony Services Guide.


New software release6 allows you to return the caller to a non busy state.

Select Override Skillset Break Time if you want to configure the agent’s break time on an individual basis. The default is not selected.

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.

Select Manual Not Ready Timeout if you want the agent to be forced back into the available state after the specified time, when they have manually placed themselves in the not ready state.

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.

 

[curlycord]

I was thinking same that they perhaps missed a call but "Whenever a call is received and answered, when the agent hangs up, it automatically goes into the Not Ready mode."

But good intel regardless...*






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curlycord

http://www.curlycord.com

 

[BekCCM]

There are only two possible ways they could be ending up in the not ready state after coming out of the break state - a) they have pressed the programmed "Not ready" button, or b) they have not answered a call ringing at their phone, and if the option is enabled, this will put them in the not ready state.

I manage a busy call centre, and we use auto-answer with a five second break time so that calls are pushed through to the operator as soon as the five second break time expires. Because the call is auto-answered, the phone does not go into not ready state unless the agent physically rejects the call by manually going into not ready state.

 

[NiceRing]

I really appreciate all the advice on this one. I apologize, I neglected to say that it is a stand-alone Call Pilot on a CICS. The Call Pilot shows that it is a Version 31.10.14.22 in System Properties. Not sure which software I have in the CICS. Will check next time on site.
To clarify. After a call is answered by any agent, the Not Ready indicator comes on and DOES NOT go off unless manually pressed. I have stood and watched what happens when calls are taken and this is the way it is happening.
I will try some of these solutions given.
I see that snowman50 has written that new software release 6 allows you to return the caller to a non-busy state. Well, at least Nortel addressed the issue at some point.
Thanks again.