Indicate agent logged out

[assist24]

Our management team are becoming frustrated that it's difficult to tell if an agent is not logged in as opposed to truly engaged on another call. In our business we do quite a lot of transfers internally between agents and also a significant number of calls coming in from customers for a specific person.

If a call is made to an agent ID and the agent is not logged in, the caller receives the engaged tone, exactly the same as if the agent is engaged on a call. There is no specific coverage option for 'logged out', so only coverage option which could be suitable is 'Busy'. Trouble is, if we use this option to play a message when the agent is logged out, calls to truly engaged agents would hear this message too.

We do have the Inspect feature administered so internal callers can verify if the agent is logged in, but this causes other issues and doesn't help external callers.

Is there any way to differentiate (audible to caller) between logged out and engaged?

 

[koglass]

Do outside customers call the agents directly or are they routed to agents by vectoring? I am not too sure exactly what you are looking for. Do the agents have a coverage path on their Agent Login IDs? Do they have voicemail in that coverage path? Could you build a new VDN and Vector for internal calls to reach the agents? It would be helpful if you could maybe give a specific example. Their maybe a way to do a check for available agents step in the vector to then play an announcement.

 

[assist24]

These are call centre agents who take the majority of their calls via vector controlled skill-based routing with auto-answer. However, they also receive calls using extension to specific agent-ID internally, externally (via another agent or switchboard operator), or externally via a vector prompting for extension number with route-to.

Example of calls to call centre agent 12345:

A>Attendant 1 receives an external call and extends this to agent ID 12345.

B>Internal user (agent or non-agent) calls agent 12345.

C>External caller rings DDI VDN 45678, vector 1:

01 wait-time 1 secs hearing silence
02 collect 1 digits after announcement 46003 for none
03 goto step 5 if digits not-in table 1
04 route-to digits with coverage y
05 disconnect after announcement 46010

and enters 12345 at step 2 when prompted by 46003. Assume 12345 is held in VRT 1. Call routes to agent 12345 who is not logged in. Agent does not have a coverage path.