Invalid Device Target Locking UP Entire Skillset

[rachelle]

When an agent enters an Instrument ID that is not a valid or existing Device Target, and that agent is presented with a skillset call, the entire skillset is unable to get any calls until that agent is cleaned up. Are there any steps to take that would cause this error message to engage some sort of agent log-out, in order to avoid service interruptions? Currently, when this happens [and it happens more often during times of new hiring] we have to wait for a report of call failures. We then look at the 'log file' on the UCCE and it shows a clear message as to who is logged in and the source of the blockage. We then have to locate that agent, log them off, and log them back in correctly. This can take hours on any given day. Would using the "Forward on CTI failure" on the Instrument ID have any positive impact?

Recap:
Agent types the wrong Instrument ID while logging in using IPCC
Agent is selected for call presentation
Caller hears either fast busy or that there is a problem with the system please try again later
It gets reported that calls aren't coming through
Review of the log shows the Agent and Agent ID of the call that failed due to invalid device target
Manually log them out and back in using the correct ID

How can we make this process faster and with less skillset down time?



Rachelle

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