How to stop agents from Disconnecting Calls

[Dammy12]

Hello,

Is there a way to disable the Disconnect Feature in Avaya IPOCC/Avaya IPO as we are looking for a way agents won't be able to disconnect any incoming call.

 

[janni78]

How are they disconnecting calls? and why should they? It's their job to answer calls

"Trying is the first step to failure..." - Homer

 

[Dammy12]

Yes they answer calls, but the supervisors do not want the agents to disconnect the calls. They want the callers to disconnect themselves, not agents.

They use Physical IP Phones, they disconnect via the phones and also on IPOCC Interface.

I can remove the icon on IPOCC but not sure if the disconnecting on IP Phones is possible or not.

I just want to be certain if it is possible or not.

 

[janni78]

They can always disconnect the call from the phone.

"Trying is the first step to failure..." - Homer