DND on a timer

[CraigDavies]

Hi All,
Is is possible to create a button that places a users phone into DND for a set period of time? We have an epidemic of users forgetting to logout of their phones for lunch OR forgetting to log back in after lunch.
Ideally I just want to create a "lunch" button for our users.

Any advice gratefully received.

Many Thanks,
Craig Davies

 

[LoopyLou]

A DND button for your phone becuase if they are forgetting to log out I would think they would forget to push the DND button. Is this an ACD deployment.

I'd tell you a UDP joke but I'm afraid you won't get it. TCP jokes are the best because you always get them.

 

[CraigDavies]

It is an ACD deployment. the use of DND get's abused so we don't want a DND button available. The idea of having a "lunch" button that is only active for 30 mins solves one part of the problem. getting users to remember to use the lunch button (if possible) is another problem that can only be fixed by the squidgy thing sitting infront of the telephone keypad.

 

[Supernova99]

Best to use 'Make Busy' and then the agents can select a make busy reason code e.g. 1 (Lunch)
If you have a 6100 CCM then you will be able to report on this and also if you can ICC installed supervisors will be able to right click and set make busy reason code if agents forget to make busy


Share what you know - Learn what you don't

 

[CraigDavies]

Thanks for that Supernova99. Is there anyway to time the make busy option so that it automatically disables after a set period of time?

 

[Supernova99]

no it is a user selected option only
Training is the only way forward to ensure they activate Make busy when leaving their desk
There is the option 'ACD Logout Agent No Answer Timer' in CoS
where you can set a timer for the phone to ring and not be answered and then auto logout the phone.
0s is disabled and 125s is the max ring before auto logout

Share what you know - Learn what you don't

 

[LoopyLou]

Are you using a CCM? I think the latest prairie fyre ( R6 ) has introduced some sort of scheduling function that might be what you are looking for.

I'd tell you a UDP joke but I'm afraid you won't get it. TCP jokes are the best because you always get them.

 

[CraigDavies]

We are using CCM, some food for thought there.... I'll do some research! ;-) thanks