Nortel BCM 400 v3.6 Help Disable skillset logout on phones

[starsailor]

Hello,

First post and i need some assistance.

There does not seem to be a way to prevent a user from logging out of certain skillsets that they are assigned to.

We work in a busy transportation environment and we have 6 skillsets created that certain members are a part of but im finding that some users are logging out of certain skillsets to reduce their call volumes. But what this is causing harm to others because they now have a larger then normal call loads and it is unfair, not to mention imcreases customer on hold times.

I have read over the extensive nortel documentation and no dice.
Is there no way to prevent a user from choosing waht skillset to log into when they log into their phones?

Thank you

 

[snowman50]

If you use a 7208 type phone then they are forced into all skillsets they are assigned to.

If you use a 7310/7316 phone then they have soft keys which gives extra prompts to allow the user to control the skillset they log into.

Try changing the phone to a t7208 if you have one

To log on from a one-line display telephone
When you log on from a one line display telephone you also log on to all skillsets you are assigned
to.
1 PressF904
2 Enter your Agent ID and press #.
Your Contact Center Administrator can tell you your Agent ID.
3 Enter your password and press #.
The first time you log on, or when you log on after your password has been reset, enter the
default password, 0000. If you enter the default password, you must create a new password.
4 Your agent name and Logged into all appears on the display to show that you are logged on
to all of the skillsets you are assigned to. If you belong to only one skillset, Logged into XX
appears, where XX is the number of the skillset you belong to. If Logged out all appears,
repeat steps 1 through 3 to log on.

 

[dj4020]

Sounds more to me like a training issue. "Login to all skillsets or look for a new JOB" IMHO

 

[starsailor]

thanks for the info. yes training may help but thats not a technical issue of which i wont go there. i am not their superior i can only make suggestions to mine.
i just wanted to verify if there was a way to take away the option of choosing which skillset to log into since that defies the whole point of assigning people to their appropriate skillsets, if they have the option to log out of them, and then have to have somebody play the babysitter.
i will look into that alternate phone model.
we have 7316's currently.
nice forum, good to know there are others using this overly complicated phone system.