Is there a way to disable the "Make Last Agent Unavailable on No Answer" function on a sin

[hhallett]

I have recently added a Room Service queue at this hotel. There is only one phone and one agent. They do not want the phone to log-out if the person is unable to answer (the person answers not only for room service but for the restaurants after they close.).

I cannot set "Make Last Agent Unavailable on No Answer" to "No" in the system options, because it, of course, also affects the agents in Hotel reservations. Reservations does want their agents logged out if they're unable to answer.

Is there a way to override the system option in a single COS?

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel

 

[sarond]

Do you need it to be an ACD group for reporting or other reasons?
There could be other ways to achieve what you want.

 

[Billz66]

Agree with sarond

set the room service Queue to have a skill group that has queue when no agents set to yes
set it to interflow to a hunt group ( or ring group) , put that ext in the hunt group ( not an acd agent)

abandoned calls on acd path will give call counts to room service

otherwise you will have to change system wide options

If I never did anything I'd never done before , I'd never do anything.....

and due to an endless stream of MiCollab , MiCC issues
Life would be simpler If only they tested products properly before releasing them .....

 

[hhallett]

sarond: Food & Beverage wants to be able to count call volume for Room Service.

Billz66: If I understand this, the Room Service phone would no longer be an ACD phone, but callers would still be treated the same (1 call on the phone, other calls in the queue until the phone becomes free.). And when Room Service closes for the night all they'd need do is forward their phone to the extension that "Path Unavailable" is currently set for in the queue path?

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel

 

[kwbMitel]

Traffic reports will give peg counts on hunt groups

Hunt groups can be forwarded

No need for ACD

**********************************************
What's most important is that you realise ... There is no spoon.

 

[hhallett]

kwbMitel: Our Food & Beverage director wants the same kind of reporting that our Call Center manager gets (avg call wait time, avg call handling time, etc.). They also want callers to get on-hold music and "agents are busy" notices while waiting for someone to answer the phone much the same way that callers in the reservation queues are.

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel

 

[sarond]

Ok if they want that sort reporting and it is only for one phone I would create a separate COS and change the ACD Agent No Answer Timer to 0.

ACD Agent No Answer Timer

Enter a value between "0" and "125" seconds. Automatically logs out the agent or makes the agent absent from all its ACD groups, when the timer expires.
Entering a value of "0" disables both automatic logout and automatic absence.

 

[hhallett]

Sarond: That sounds like a fine recommendation. I'll give it a go. Thank you.

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel

 

[hhallett]

OK, I've created a separate COS for the Room Service phone, set the ACD Agent No Answer Timer for that COS to 0, and changed the ACD Make Last Agent Unavailable on No Answer back to Yes under System Options.

If no one hollers, I'm golden.

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel

 

[hhallett]

Sarond: Well, apparently changing the ACD Agent No Answer Timer in the Room Service COS made no difference. It still logs people out.

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel

 

[sarond]

What do you mean by room COS?
The COS to be changed would be for the agents.

 

[SXWizard]

When an ACD agent logs in the COS of the phone changes to the COS assigned to the ACD Agent in the Agent ID form. You beed to create a COS for the Room Service ACD Agent and set the No Answer Timer in that COS to 0. You could copy the current ACD Agent COS, rename it and set the No Answer Timer to 0. Then assign this new COS to the Agent ID of the Room Service ACD Agent.

 

[hhallett]

Ah, OK, I did not know that. I presumed it was the phone COS that mattered. They only use 1 agent ID and leave the phone logged in for the whole time that Room Service is open. So, I'll make that change in the Agent ID and see what happens.

Should I also leave the ACD Agent No Answer Timer in the Room Service COS as 0, or does it not matter?

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel

 

[sarond]

It wont matter for the room, you can leave as is. I don't expect that it will affect anything.

 

[hhallett]

Thanks to everyone who responded.

None of the suggested solutions worked. The agent in the Room Service queue was still regularly logged out if they were unable to answer a call. Setting "Make Last Agent Unavailable on No Answer" to "No" in the system options is the only way that has reliably worked to not log the agent out of the Room Service queue if the agent is unable to answer a call. I've informed Hotel Reservations that this is the way it'll have to be as long as Room Service has a queue too.

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel