Forced Activity Codes on M1 11C

[RFWatts]

We are currently using activity codes in our call center. Is there a way to force the agents to enter an activity code for every call, before allowing another call to be delivered? For example, after the call is disconnected, it could prompt for the code. We have an Option 11 and use SECC.

Thanks in advance for your replies.

 

[todd1019]

I have asked this same question and the answer was no. It is optional and you cant force the agent to put in the code.

In another thread it was suggested to monitor the reports and discipline employees that do not use the codes.

 

[johnpoole]

no forced account codes are used for out going calls, and can be required from all ncos's equal to or below x... in my switch that ncos is a three.. if your ncos is a three.. you'll get a tone AFTER you dial a ld number... all you need to do is to fire a few agents and it becomes very well followed...

john poole
bellsouth business
columbia,sc

 

[ibceptor]

John I think you are mixing up the Charge codes ( usually in law offices I have found) with the activity codes call center agents can use to document the type of call they take. When the ACD call is presented they have an activity key that will blink until they press it and enter the activity code. It would be like any call coming in for billing would be code 222 and any calls for new services would be 333 etc and that is reported through symposium.

 

[johnpoole]

right and you can't force the act codes, you can force the auth codes, just giving you the option, just letting you know the difference between the way they work, but it looks like you have a handle on that one anyway.. auth codes are pre-connect on outbound, not usable for your app

john poole
bellsouth business
columbia,sc

 

[todd1019]

Yeah we use outbound codes also but I let the carrier supply the codes accross all my sites and no the PBX.

The origianl question was concerning the ACD codes Agents use. Can they be forced and the answer currently is no I believe they are only optional.