NEW EAS helpdesk, how do agents log in? 3

[heathersue]

Hi All,

I've finished programming skills/vdns/vectors, and tommorrow I want to change the feature related system parameters and start testing. But how do agents log in? I know they have to press their log in button, then I think they wait for dial tone, then type their agent login id, then password? Do I need them to type a # or anything? What about log out procedure, do they just hit logout button, or do they need to enter their agent ID or pa

http://wwword.

Anyone familiar with this portion?

PS - I will be changing the current FAC for agent login and other features to remove the split number, since they wont be logging into a split anymore..

Thanks
Heather

 

[marcell55]

To login, they would simply press their login button (the login fac code), they'll then hear dial tone. They should enter in their agent id followed by any password put on the id. You'll hear the 3-beep confirmation tone and the agent will be placed into Aux work.

To logout, they simply press the logout button (the logout fac code). IF logout reason codes are reqested, they would have to enter that immediately after pressing the logout button.

Don't forget to change their phones so that the Auto-In (or Manual In), After Call Work, and Aux Work buttons don't have the Split number associated with it. They should only have one set of those buttons and the Grp: field should be blank.

 

[telcoguy]

The agents need to push the login button, which is the FAC code for the login, preprogrammed, or they need to punch the actual code, in case they use phones that do not have enough buttons.
Just use an autodial or a abrv-dial for the FAC's
They also need a logout button, and depending on the setup, one or more AUX buttons, or an ACW button.

The rest of it is like you said.
The codes you need to enter on the FAC page, like:

Auto-In Access Code: *33
Aux Work Access Code: *34
Login Access Code: *35
Logout Access Code: #35

If they are not allready there...
Logout is just logout code/button without anything

 

[lopes1211]

You do realize, you cannot make that change without removing all ACD hunt groups from the system?

-CL

 

[marcell55]

Actually, you don't have to remove the ACD hunt groups, you just have to make any hunt group that is an ACD a skill. As long as all ACD hunt groups also have "Queue", "Vector", and "Skill" set to yes, then you can make the change.

To make the change, though, you will have to "busy mis" first, then make the change, and then "release mis" afterwards.

 

[lopes1211]

She can't set skill to yes cause it's not eas yet. the hunt groups need to be non-acd before making the change.


-CL

 

[marcell55]

Actually, I have done numerous Deluxe to EAS conversions, and you can set them to skills before-hand. In fact, if you try and turn EAS on in "cha sys fea" and you don't have all of your ACD groups set to "Skill: Y" then it will give you a message telling you that they need to be skills. You can even add agent login-ids before-hand.

When I'm doing a conversion, I usually add any new skills ahead of time, and then at the time of conversion, I change the current splits to skills, then turn EAS on.

 

[98Converter]

If you have free seating, make sure you don't forget MWI...

Page 11 or so on sys features:

Message Waiting Lamp Indicates Status For: station. You may want to change this to LoginID.

Thanks,
CJH

We are what we repeatedly do. Excellence, then, is not an act but a habit. ARISTOTLE 384-322 B.C.

 

[heathersue]

Hi everyone,

Thanks so much for your input!! It was very helpful. Last question - do I need the agents do dial a # sign between the Agent Login ID and the password when they are logging in? My manual is not clear on that point...

Also,
I am aware I cannot have a non-EAS ACD system working at the same time as an ACD one. My 'Grand plan' here was to perform a backup, have all agents log out, busy the MIS link, then change all ACD splits to skills, then enable the feature related sys parameters form and then release the link. then I'd just have them log back in an go at it. All the agent ID's vectors, etc have already been set up in advance. Do I sound on target here? Thanks

 

[lopes1211]

What Release are you running? I just looks at an R6 and an R8 and do not have a field "SKILL Y/N" on the ACD hunt group forms prior to turning on EAS. Maybe this is something they added after R8. Do you have the skill field?

-CL

 

[heathersue]

Hi Lopes1211,

I am running CM2:System: G3siV12

I do have the Skill Y/N option on my hunt group forms.

Thanks