IPOCC: Logout instead signoff when agent does not answer a topic call

[LegoTajkun]

Hi all,
IPOCC 10.1, using UI, agent is logged in and signed in to a group. When call “hits” agent but call was not answered in defined “Ringer timeout” value the call moves back to the topic queue and agent is signed out from assigned agent group(s). That is how it works. But, could be somehow set that agent is logout-ed (instead signed off) thus agent could not use telephone (logged off at the telephone) – this could be set manually at UI - Agent status telephony – Logout. But, could it be automatically done (instead just to be signed off)?

 

[Jorge79]

if the agent missed a call, they are signed off form the IP Office Contact Center after 15 seconds by default.
if you do not want the agents to sign off when they miss a call, set the Group's Ring Timeout setting to 0, please note that with a Ring Timeout of 0, calls will be presented to the first available agent's interface until the call is answered or dropped. They will not be distributed to other agents within the group.
if an agent has a mailbox associated with their IP Office User account, the groups IP Office Contact Center Ring Timeout setting must be less than the agent's IP Office Voicemail No Answer Timeout setting. otherwise IP Office Contact Center unanswered calls may be directed to the agent's mailbox rather than for example, to a mailbox associated with the agent group.

 

[janni78]

You can't.

There is also a problem with your request since IPOCC monitors the users phone, logging it out would cause issues with the client.

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

 

[LegoTajkun]

@Jorge79, thank you for your replay but this is on what I way asking/looking for. I wonder is it possible to configure system to automatically perform logout (instead signoff).

@janni78, as always brief and explicit, thank you for replay. But, one more attempt Could be somehow (when agent miss a call), beside automatic agent signedoff from group(s), set to have automatic blocking agent outgoing calls. I know it is extraordinary request. It comes form customer that complains that agent are missing sings form UI console that they are signedoff from groups (automaticaly because they missd a call). Since they are using phone for other activities - if outgoing calling will be also blocked they will be realize that they have to signin. Crucial problem is attitude of agents but unfortunately customer insist for solution in IPOCC system :-/

 

[janni78]

It's really an issue with the agents that they don't go on break when they won't answer the phone, or that they don't keep track of when they are logged out.
They might need an extra monitor so they can keep the IPOCC interface up at all time.

You could try to use a CIE TaskTag that's not documented in IPOCC, haven't tried it yet but others I've tried have worked.
If you add CCK_AUTO_SIGNON_RONA (integer) as a System TaskTag you can assign a value that sign-on the agents again after x seconds when they've been logged out due to no answer.

In theory you could also through WebServices build an application that blocks outgoing calls on the user but that would be a bit messy I think.

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

 

[LegoTajkun]

Hi janni78,
your suggestion sounds promising, but if you could provide more info/hints how to set it since I am not familiar with CIE and this is not yet documented in IPOCC as you said (I tried to search documents but no luck). Where I can find more regards System TaskTag and how to set/use it?

 

[LegoTajkun]

Still looking for way out
Anybody, please advice how to make system to automatically perform logout (instead signoff).
Also looking for more light at jannie78's solution (use of a CIE TaskTag) and generally usage of System TaskTag - especially those not documented ones