no auto logout in Cisco Agent Desktop 1

[jaguilas]

My query is as follows. Surely someone can help me.
In one of the ACD groups that have in my work, acts so that when a call goes through an agent in ready state, and the call is not answered, the system automatically, leaving the CAD user to NOT READY.

I need to modify the normal system which does not happen. When the call goes through an agent, we need the state remains READY.

can someone tell me if this is possible? if possible, where and how to change it????

thank you very much

 

[mclellan]

Sorry, not possible, the only thing you can do is change your agents desktop settings to log them out quicker if they are inactive.


Barry

 

[whykap]

Actually it is possible. Assuming that you have IPCC express (ccx) go to system parameter configuration and scroll down to application parameters.
Change "agent state after ring no answer" to ready from the default of not ready.

This is a system wide parameter so if you have multiple applications it will affect all.
This is not a typical call center functionality and I highly suggest you give it a second thought before you turn it on (it can affect a lot of things).

 

[Iwontremember]

Really the only thing it will affect is the historical reporting.
I have my 6 callcenters set this way and it has worked just fine

Hope this helps.

 

[whykap]

It all depends on how your scripts are written. after hours routing, routing if agents are logged in vs not logged in, etc.

All I am saying is make sure you know what it is going to effect before changing it.
Scewed historical reports can be a big deal to most call centers.

 

[Iwontremember]

you just have to know how to read the reports correctly. ;-)

Hope this helps.

 

[whykap]

Perhaps in your environment it only affects reports and since you can read them correctly it is not an issue.
Generalizing that however for everyones call center is not true.
I was simply stating that they need to be aware of what issues it may cause and it can be a lot more than reporting.

 

[Iwontremember]

you sir are as vague as vague can be.

"I was simply stating that they need to be aware of what issues it may cause and it can be a lot more than reporting"

Please give an example:

Hope this helps.

 

[whykap]

If you really understood the product you wouldn't need one.
Here is one however so we can put this to rest since I am the one providing the answer to the original request and you have provided nothing but a "specific" answer that is misleading.

Customer askes to write the application so that in case of an emergency during business hrs (evacuation, bad weather, etc), if all agents are unavailable or logged out, it will announce a message to the inbound callers stating so.

With autologout turned off, when this happens, agents walk away without logging out, calls come in and they all queue up cause there are not available agents.
Now I am not saying there are no workarounds for that, but if this is in place before the autologout feature is disabled and this happens, someone will be looking for a new job. That is what I was trying to tell to jaquilas.

And please don't say that all you have to do is have the agants logout before they leave for the emergency. It sounds like you can't even get them to answer the calls and you had to turn autologout off.
If this don't make sense to you that is ok. Run it by the person who configures it for you and he'll help you "read it correctly". That would be the person that runs the reports for you and puts them on your desk for you to view. I bet it is in a colorful graphical mode.

Also don't complain about the tone of this post, it just follows the lines of yours.

 

[Iwontremember]

if you are using a callhandler with IPCC (which you should be) you can give the dept suoervisor accsess to it via the phone to change messages.

you new?

Hope this helps.

 

[jaguilas]

Hello, thank you for your answers. First tell that my English is not very good, and I am using a translator to help me.
We use IPCC Express, and in this case we are not talking about a special call center maybe a little in the way they operate. This is a control center which monitors a network, namely the transmission of TV. The operators have to work at different locations within a large room, and sometimes can not be outstanding, whether they are ready or not.
The more substantive reason is that the head of this department wants this to happen. I tells you good and bad that can have this.

In this case the crowd offering Webview reports are not worth much as it only takes into account in justifying resources, and statistics on call volumes.

Tell them again that my English level is quite low so I ask if I can give more specific answers.

It can be done?
If so, please tell me exactly where.Step by step.


We have other working groups using the same ICM.
These changes affect all working??

Thank you very much.

 

[whykap]

Jaquilas,
My earlier instructions were step by step. The only thing I left out was logging into the appadmin webpage.
The url would be:

http://ipaddress

of ipcc express/appadmin

And yes this is a global change so it will affect other agent groups as well if they exist.

 

[jaguilas]

Thank you very much.