dual login setup ?

[spazz41]

I have a need for each agent to have 2 extensions, and I am wondering if there is an easier way than actually creating multiple logins for the person. The reasons I want to do that is so at any time they can "hot-swap" between different hunt groups. I know I can do this with multiple logins, but am hoping there is an easy way to setup some type of shadow extension or something with different skillsets.

Thanks,
Linc

 

[ronromano]

create one user, two different hunt groups, and put a login/out key specific to each group on the phone. This way the user can be in one, the other or both.

 

[intrigrant]

Hot Swap" between groups, how about group membership?
You can create a key or functioncode for enabling/disabling huntgroupmembership.

NIHIL NOVI SUB SOLE

 

[spazz41]

intrigrant, I need more info
Can I do that on a user basis, or would it be for everyone ?
That sounds closer to what I want to do rather than making 2 extensions for each person. I do need the control to make it switch on a per user basis.

thanks

 

[intrigrant]

There are several ways to do this:

By key programming
- program a single key per group:
Key Action = Huntgroup Enable
Action Data = huntgroupnumber
Create a key for every huntgroup they may enable/disable their membership, only one key per group required as it has a toggle function.

With user shortcode:
Create for every group two codes, one for enable and one for disable: ( groupnumbers are 101,102,103 as an example)

SC1 = #1011
TN = 101
ActionData = HuntGroup Enable
Line ID = 0
SC2 = #1010
TN = 101
ActionData = HuntGroup Disable
SC3 = #1021
TN = 102
ActionData = HuntGroup Enable
Line ID = 0
SC4 = #1020
TN = 102
ActionData = HuntGroup Disable

etcetera for any other group

NIHIL NOVI SUB SOLE

 

[spazz41]

Sorry it took so long to respond. This seems to work well (programatically) but in the CCV if I take someone out of just one of the queue's it shows them logged out of their phone in all other queue's. They still get rollover calls from the queue they were taken out of (good) and calls from their other queues (good) but we lose the ability to monitor what they are doing (bad). Is this a known issue, or is there something I did wrong ?

-Linc

 

[IPOfficeIreland]

for proper ccc usage you are best to always create a group which has all call centre members in it. This group number must be higher than any other group number. The reason for this is that when reporting, CCV reports only on the highest group number which the user is a member of.

E.g. create group 8999, all all members. When running reports on agent activity select this group.

In CCV if you press the + (red plus on white background) the agents on display will go red showing that they are members of a higher group number.

This is a flaw in CCV but my solution above fixes the problem.

good luck

 

[spazz41]

Thank you so much, That will help alot.

 

[IPOUK]

That's actually a bug in CCV and is logged - not quite the way your describe it though. If you take your agent out of 1 group, but leave them in others, in the main group page in CCV, it will still have them as an "Ready" agent in the total count (there is a field where it says total number of ready agents".

The real-time screens should show up correctly though.