Can Acd Agent be put on Make Busy on no-answer of ACD call -Mitel 3300 3

[techquestion4]

We're trying to program the ACD 2000 in such a way that when an agent doesn't answer an ACD call, the agent's phone is placed in "Make Busy" mode and the call is redirected to the next available agent.

Of course, the agents should always manually active Make Busy in such a scenario, but some don't.

I know that if we set the "ACD 2000 Logout Agent No answer timer" to say 20 sec., then the agent is logged out and the call is rerouted to the next available agent.

However, in this scenario, the agent has to log back in and enter his agent ID each time that such a scenario occurs. Our current customer doesn't like the idea of having the agents needing to log back in when such a scenario occurs.

But isin't there a way for the ICP to just place the agent in "Make Busy" instead of logging them off completely ? That way, when the agent is back at his desk, he only needs to verify that the system didn't place him in Make Busy while he was away for a few moments, and if that's the case, just press the Make Busy key to cancel that mode ?

In Mitel's Customer Interactions Solutions User Guide (we use Call Center Reporting at this site), it is written many times :
"When an agent receives an ACD call and fails to pick up the call after X seconds or X rings, the
telephone system places the agent in Make Busy. The telephone system re-queues the call (places
the call back in the same queue) and offers it to the next available agent."

Is that MAKE BUSY or LOGOUT only?



Our Current settings :
System options : "ACD 2000-Auto Logout Last Agent On No Answer" set to No

Class of service of the agents' phones: "ACD 2000 Logout Agent No answer timer" set to 0

(I know that our current set-up is not ideal because once the ACD 2000 has decided to attribute a given call to a given agent that walked away from his desk without manually activating the Make Busy before walking away, the call rings on this agent's phone forever until another agent does a call pick or until the caller hangs up.)

Any hint would be greatly appreciated.
Thanks in advance

 

[M1tel]

Cannot be done logout is your only option

 

[Canuckvoip]

Yup, only logout as M1tel says.
Make sure everyone has a MB key and fire the people who refuse to use it. All they are doing is delaying the customer from being answered. It's not about the agent convenience. It's about the customer right?
:>)

You can't believe anything you read... unless of course it's this sentence.

 

[techquestion4]

I see.
Thank you very much.

This would lead me to another question :

Let's say that we set the "ACD 2000 Logout Agent No answer timer" to 20 secs, and the phone system attributes an ACD call to a given agent. At our customer's place, ACD agents do two things : answer the phone and deal with customers in front of them. It often happens that an agent starts a conversation with a customer in the store without placing his phone in "Make Busy". When the phone starts ringing, the agent would like to activate "Make Busy" and "redirect" the call to the next ACD agent or back to the queue.

In such a scenario, we tried to activate Make Busy, DND or even Logout, but that call just never stops ringing on that agent's phone (at least until the "ACD 2000 Logout Agent No answer timer" expires).

Is there any other way to redirect an incoming ACD call while it's ringing at the agent's phone ?

Thanks in advance

 

[Mitelmatt]

Create a Pickup group and assign a Pick-up key to the phones. Done this at a site and works ok. Another agent can then pick the call up

 

[techquestion4]

I see.

Thanks for the tip.

We'll have to explain more clearly to the agents how and when to use Call Pick Up.