In my call center, agent phones have COR 0 which means they cannot make any outgoing calls unless they are logged into the ACD, at which time they become COR 5 and able to make outgoing calls.
Management has requested that incoming DID calls to the agent be forced to voice mail (coverage path) when they are not logged into the ACD. They want to do this because agents are paid from the time they log into the system (the time is picked up by Workforce Management).
For example:
Incoming call to Ext 4321 COR 0 -> coverage path 3 (Voicemail)
Incoming call to Ext 4321 COR 0 while logged into ACD login 5321 COR 5 -> ring through to phone
Can this be done?
Management has requested that incoming DID calls to the agent be forced to voice mail (coverage path) when they are not logged into the ACD. They want to do this because agents are paid from the time they log into the system (the time is picked up by Workforce Management).
For example:
Incoming call to Ext 4321 COR 0 -> coverage path 3 (Voicemail)
Incoming call to Ext 4321 COR 0 while logged into ACD login 5321 COR 5 -> ring through to phone
Can this be done?
