IPO Integrated ACR Call Center

[BrianCosta]

Hi ...

I have IPO 11.1.2.4 Integrated ACR Call Center.

The Customer needs every agent don't answer the call after 15 sec, and the status of the changes to DND.

I put the No Answer Timeout for each user to 15 sec and the status on No-Anser changed to Busy not Available, and it worked fine.

Now, if the IPO is rebooted, all the agents on the ACR real-time states become available with DND, actually, some of them are not log in on to their shifts, supervisor must each time login again for each user and remove DND and logout each one, and this affects the ACR Agents' reports on login duration and DND duration.

How can I stop this to occur or any idea to do this ?

 

[BrianCosta]

Hello ,,,

Any Idea on this?

Thanks

 

[hcmbmt]

I think the setting of Agent should be better on the ACR, not on IPO?
Login to ACR Call Reporting Desktop -> System Setting -> Multimedia Voice Set -> Missed Call/Chat Action

And Agent login/logout to begin/stop their shift is must? It's normal operation of Call Center System. Why do the supervisors have to help the Agents to login/change DND status?

 

[BrianCosta]

@hcmbmt:

Thank you ? is this work if I use HG because I don't use ACR skills?

No, No the Agent did not help them, look ... on Realtime I filter the offline Agent, and only online Agents appear, some times supervisor tell us that all agents appear in real-time with DND ( 3 or 4 agents working), this affects the reporting, this case occurs when I make any changes on ACR settings. when this case occurs supervisors login and logout again for each user to disappear from dashboard, actually it's logged out because there is off their shifts.