Forced Call Work Codes

[BAC42]

Hi,

We are running a 250 seat call centre from a s8700 running CM3.1 and CMS-R12 using CallMaster V's.

We would like to force agents to enter call-work-codes and we know the feature is there but can't get it to work. We have changed the "forced-entry of Stroke counts or work codes" to y, and setup the call-work-codes in the CMS.

We would prefer this on auto-in (but from the manual it says it only works on manual-in), but even on manual in we can't get it to work correctly. Are we missing something?
any ideas?

Thanks

BAC42

 

[Stinney]

Are the agents pressing the # key after entering the work code?

Also, try looking at this thread:
thread690-1285924

 

[BAC42]

sorry.

Forced call work codes is supposed to stop the next call being presented to the agent until the agent enters a call work code. We have "normal" call work codes working elsewhere in the centre but this functionality isn't working...

Thanks

BAC42