Challenge 1

[BIS]

Hello All,
I have been given the following challenge.
We use EAS/MIA scenario. Platform is G3rv9. What we want is to have a button on a callmaster 3/4 or possible a code that will allow an agent to place an outbound call when pressed/entered. All our agents, callmasters are restricted from placing outside calls through the COR. What kind of button, code could I use for this. Of course, the agent state will need to change, and the time spent measured. We do have CMS v8 if this could help. Any ideas?

 

[msharma]

Hi

I think you can programme the button for abbreviated dial no
in the abbreviated dialing form you shauld put the privilaged field to yes.
if this field is yes definity do not checks for the frl of the user

manoj

 

[TMiyake]

Do you want them to dial a specific number, or just the ability to dial out? If you want them to be able to choose the numbers they dial out to, you might want to look into making a button a "bridged appearance". A bridged appearance will allow them to use another stations COR & COS. If you need more info on bridged appearances, let me know.

Hope this was helpful.


Tom

 

[BIS]

Thats a nice idea. How do I make a briged appearance on a callmaster 3?

 

[def1]

I may have missed something in the text above, I would give the Agent ID the COR with outbound dialing permission, then they will be able to dial out and this will be recorded in CMS. When the Agent ID is logged out the station will still not have permission to make the call.

 

[BIS]

The thing is I only want them to be able to dial out when needed. I was thinking of maybe setting up something like 'change cor by FAC' but not quite sure how to go about this. Otherwise I think I will dig into the abbreviated dialing form as mentioned above, but in that case I will also need a new aux button...

 

[EPalle]

To make a bridge app:
Create station 1234 (address X) and programm a button on the callmaster:
Brdg-App Ext: 1234 bt: 1.

This command will let the button on the callmaster act as the first button on station 1234 (make sure that it is a call-appr). But you will need to programm an x station for each agentID!!! If you give 2 phones the sames bridge app (like above) both stations will ring when a call is send to ext 1234. So be carefull.

But... I don't see the point in doing this.
If you give agents a button so that they can dial out.... they dial out.... so why don't you give the agentID a COR with call out permission, the station a COR with no call out permission. You can then use CMS to check the agent performance (you can see the difference between an internal & external outbound call).

That is what we do.... and it works fine.
Or are you looking for an option that the supervisor can grand an agent the permission to dial out ?? I'm not sure if that is possible (think not).

Erik.

 

[TMiyake]

You might need to add 2 bridged appearances, depending on what kind of functionality you need. The phones need an open line in order to transfer. If there is no need for transferring the call, which there probably won’t from the way it sounds, you only need the one bridged appearance.
Also, when you create the bridged station, you can save RTU ports by making the station buttons all “call-appr” (like the way AUDIX is setup).
Example:
Bridged Station – 1111
Agents 2222, 3333, 4444, 5555

Button Config:
Agent 2222
brdg-appr Btn:1 Ext:1111
brdg-appr Btn:2 Ext:1111
Agent 3333
brdg-appr Btn:3 Ext:1111
brdg-appr Btn:4 Ext:1111
Agent 4444
brdg-appr Btn:5 Ext:1111
brdg-appr Btn:6 Ext:1111
Agent 5555
brdg-appr Btn:7 Ext:1111
brdg-appr Btn:8 Ext:1111

Hope this was helpful.


Tom

 

[BIS]

Thank you all. Problem as I see it is that there is no option to make a brdg-app button on a callmaster 3 or 4 on the feature buttons. Anyway, I don't think this is the way to go. I am looking for an option that the supervisor can grand an agent the permission to dial out for a certain time. The agent state will have to change so that no inbound calls are possible. And, I would like it all to pretty simple to do for the supervisor/agent. Change COR by FAC requires quite a few steps...
Still looking....

 

[telcoguy]

You can add bridged appearences on a callmaster, just keep in mind that you assign it to a double-led button..



Rob

 

[Callmaster]

I would use the trunk access code.
If an agent want to make an external call, then he needs to
use only the Trunk ACCESS code, which is deposited in the
Trunk form.

you only admin an autodial button on your callmaster with the trunk access code.

with best regards
Callmaster Have Fun !

Callmaster

 

[clausen]

What about setting up authorization codes? Agents dials number. Based on FRL call is blocked. They get a second dialtone and then dial their authorization code. Hope this helps


Thanks

Chris

 

[scottyjohn]

We had a similar situation in our call centre. We created a VDN which routed through a vector which had a login test step which looked like this....
wait 2 secs hearing ringback
goto step 10 if staffed agents in skill xx > 0
collect 12 digits after announcement xxxx
route to digits

10 disconnect after announcement xxxx


Just create a dummy login with the skill mentioned in the test step and when you need to block the calls log it into a turret. The agent is then directed to a message which says that they cannot make the call. If the login isnt logged in it asks them to dial the number required followed by #. The # entry acts like an enter key and stops a delay from occuring while the switch waits for the full 12 digits.

Worked well here Hope this helps
John

http://www.eagle-i.co.uk

 

[mcopini]

About CallMasters idea on using the Trunk Access Code: I would say this is NOT a good idea (sorry Callmaster). Usually by using the TAC, users can bypass ALL traffic-restrictions and call ANYWHERE they want. Once the TAC goes public, other users can use it anytime they want to... I would say this would be kind of risky, concerning things like yer phone-bill, toll-fraud etc. In the Trunk-Access form, dial-access should always be set to n !!

n'est-ce pas guys?
Kind Regards,
Maarten Copini

http://www.effecta.nl

-Please let me know if this was of any help-