Forced logout in collective group 1

[redswine]

New customer with 5 sites and the call center members are having a hard time remembering to hit their hunt group button when they go to lunch or leave for the day and it's messing the queue up. Is there a way to disable a hunt group for a user or log them out if they don't answer a call from a collective group?

This is R11 with VMPRO, thanks in advance.

 

[IPGuru]

You custmer needs to engage brain & think more about what they are doing
Collective groups should not be used for call centers & any reason the cust gives you for this can quickly be demonstrated as flawed at best & at worse stupid.

this request falls into the stupid category,
Every agent who was not on a call at the time a call comes in (with the exception of the one that answers it) would be logged out EVERY call! soon they would have no-one left in group.


Do things on the cheap & it will cost you dear

 

[sizbut]

So the answer to your question is yes, look for the user "Status on No Answer" settings in their configuration.

But as said by IPGuru, it usually leads very quickly to annoyance in a collective group. The poor soul who does answer the call finds themselves responsible for all calls until everyone else notices what has happend.

Unless you have a plethora of unattentive agents or people frequently coming and going from their desks, then in a busy group, options like longest waiting or rotary are just as effective.

Stuck in a never ending cycle of file copying.

 

[redswine]

Thanks for the advice. I've been installing IPO for well over a decade, but generally on the smaller scale and this is my first call center and it's a pretty busy one. I will take this to the customer. Ignoring the user being auto logged out, because I don't even have that set up yet and they've not asked for it yet. Can I give her more input as to why a collective group is a bad idea, other than telling her it's stupid and flawed. lol. Would also being off a collective group help with Chronicall reporting, bc I know they say in their docs that they don't like collective groups either.

Thanks for your input.

 

[sizbut]

Collective is not bad but it means:

- Features like auto-logout, dynamic queue size limits, etc don't play well or can't be used.

- If they have any eye to looking at agent performance stats (speed of answer, etc), those are pretty meaningless in a collective group.

Potentially for the first few minutes of the working day, collective is nice - but give their agent a group button to be aware of and pickup calls not ringing at their extension is a lot better.

Stuck in a never ending cycle of file copying.

 

[redswine]

Thanks!

 

[IPGuru]

Basic Reasons why collective is unnecesary and/or in a call center

1) If the call center is busy then calls will be queing untill an agent becomes free so only 1 phone will ring anyway (if not then you arguably have too many staff).
2) Ic call center is NOT busy then multiple phones will ring for the incoming call and either:

A) all agents reach for the phone but only one will get the call leading to frustration​

B) No Agents reach for the call because they have all reached a point of maximum frustration due to point a​

.
3) Call reporting software will get corrucpted stats because it will show a call a Answerd 9by the agent that anseres it) & refused by all the other agents that ring.

If the cust says they want all phones to ring because people dont answer the phone then this is a HR issue, if you work in a call center when your phone rings you answere it full stop! anything else is cause for discipilnary action leading to a possible P45.

Never try to resolve custoers HR issuse ith PBX configuration it will only lead to tears (yours)




Do things on the cheap & it will cost you dear