Custom Activity codes

[Trevatwork]

Hi all

ccma 6.0

I made some custom activity codes and i want the agents to select a reason for being on not ready, example: bathroom break. How do i get the agent to be prompted to enter this when they are not ready? So i can pull a report on not ready stats.

Thanks

Trevor

 

[croat1]

You need to build activity codes on the PBX also

 

[Trevatwork]

Could you tell me how i would do that i have added nrac =yes on my acd but where do i input the codes in the pbx?

 

[yyrkroon]

you don't build activity code in the pbx, you build them in the SCCS/SECC/CCMS server under Activity Codes.

All agents using activity codes will need to have the ACNT key on their phoneset.

when the agent get a call, the ACNT key will flash...the agent will press the ACNT key and enter in the code then press ACNT key again.

there is no other way to prompt an agent for entering in the code.

 

[croat1]

I believe OP is talking about Not Ready Reason codes

 

[yyrkroon]

You don't build Not Ready Reason Codes on the PBX either, its built the same way as Activity Codes and they're all built on the Symposium and entered the same way as Activity codes.

 

[Trevatwork]

Thanks Everyone the not ready codes are working

I created custom codes in contact centre

I added nrac = yes on the acd

I added an acnt button on phones

works well.

Is there anyway to remove the default not ready code so the agents HAVE to enter a code?

Thanks again

Trevor

 

[yyrkroon]

you can't remove the default one...

 

[johnjose]

So it seems there is no way how to force Agents to insert Activity Codes and Not Ready Reason Codes. Just we can run history stats to see who ignores given rules....
Am I right ?

jj

 

[Trevatwork]

It does seem that way, it would be nice if they had to enter a code before the phone would go not ready.


Trevor

 

[Milesprower]

There is no way to "Force" an agent to enter an activity or Not Ready Reason code. That is why the default codes exist. If an agent does not enter a code, their time is logged against the default code.

When you pull the reports, you can then "educate" those agents whose default code time is excessive.

 

[WumingShi]

Hi,

In fact, that is what we are trying to do.
We built an application which read events from CCT6.0 and have a screen pop to agents.

However, we do face very headache problem. In CCT 6.0, we always get Nortel TAPI SP timeout problem: Timeout request on ID 7XXXX.

And after long while, TAPI service went down and affecting my CCAD. Agents won't be able to use CCAD during the service down time.

I am wondering, has anyone face this problem?