Put Contact Center Skillset in night mode - remotely?

[argent3993]

Do you know if there is a way to put a Contact Center Skillet in day (or night) mode - remotely? We don't use the "auto" setting but manually toggle day/night mode at the office. Primary reason is we've gotten burned when the office had to close unexpectedly (snow, power outages, etc) - and having the skillset automatically switch to day mode when nobody was there to answer the phones was inconvenient at best.

However - occasionally the receptionist forgets to put the skillset in night mode before leaving for the day. Is there a way to dial in and change it remotely? I've looked at CallPilot Manager and don't see a way to do it from the web interface.

Thanks...
Mark

 

[phoneguy610]

Not sure that it would put the skillset into night mode but play with holidays in the web interface.

ddcommllc.com
Avaya/Toshiba/SyntelSolutions

ACIS

"Will work for stars

 

[argent3993]

We're not using the Auto-Attendant. Just Contact Center skillset. Our "main" business number routes directly to the skillset. In "Day" mode - calls are queued across 3 receptionists with callers getting a "Please wait - call will be answered in the order it was received" message. In "Night" mode - we simply play a message with our operating hours, etc. and then disconnect the caller. We're not using a general delivery mailbox, etc. Very vanilla.

 

[cook1082]

That is done thru the Operator F982 setting and that is not avaliable by dialing in. If you have a RAD (remote Access Device) connected you could dial into the RAD and use the phone interface and log into the F982 and change it.

 

[argent3993]

Is there way for incoming calls to be answered by AA (via a greeting Table) - but then automatically route the call to a skillset without the caller having to press a key (0, 1 or whatever)?

That would allow me to take advantage of holidays as well as the "Business Open" flag that you CAN set remotely. Right now - it doesn't matter if the flag is checked or unchecked. AA sends the call directly to the skillset.

Our ownership detests the whole "Press 1 to do this, Press 2 to do that" - so we're somewhat limited with what we can do with AA.

 

[telcodog]

There's really no easy way (or any way at all) to do what you want to do remotely. Have you considered some kind of remote desktop control or LogMeIn type service to get to a local PC/Server that has Element Manager on it?

 

[argent3993]

Of course I have remote access via our VPN. Accessing Element Manager remotely isn't the problem. But if you can tell me how to put a skillset in Night Mode via Element Manager (or CallPilot Manager), that'd be helpful. From what it sounds like - I'm out of luck unless I have some sort of access to the phone (or this RAD that was mentioned earlier).

 

[phoneguy610]

or an ip phone at your remote location ....

ddcommllc.com
Avaya/Toshiba/SyntelSolutions

ACIS

"Will work for stars

 

[argent3993]

Yes - an IP phone would do the trick. Unfortunately, these are digital handsets only.

 

[phoneguy610]

but you can add an ip phone

ddcommllc.com
Avaya/Toshiba/SyntelSolutions

ACIS

"Will work for stars

 

[argent3993]

Actually - I made a few calls about an hour ago inquiring about that very fact. I can hold my own administrating the BCM, but integrating IP phones into a digital environment is a bit beyond me (at the moment). Just an IT network admin with no formal phone system training - simply on-the-job experience!

Finding a local vendor who supports the BCM is proving to be more and more of a challenge. Our previous vendor went out of business about a year ago. Since the BCM pretty much runs itself, we haven't actively pursued finding another vendor. But I think I found one and have a meeting scheduled later today. Will definitely talk about IP phones.

Thanks much...