Quick way to log out all agents

[jadiebear]

Just wondering if there is a quick way for superviosr to log out all agents at once with one quick command/assignment in case of emergency and need the whole call center to evacuate.

 

[telebub]

We use an "emergency agent login ID". We have an agent built with a login ID of 8900911. The scripts have statements to change call routing based on this agent being logged in by a supervisor. We have a recording setup that basically says "due to circumstances beyond our control, the call center is currently closed. Please try your call again later". Once everything is back to normal, they log that agent out and call processing resumes as normal. Now this doesn't log all agents out, it just changes call routing.

FYI, we also have agents built with long login IDs for meeting agents, inclement weather agents, etc that play different recordings when they are logged in.

War Eagle!!

 

[jadiebear]

Thanks for your response telebub. We already set up the emergency log in as you mentioned. But the supervisor would like to do the log out all agents at the same time for the purpose of correct reporting.

I would not think we can do it though.

 

[telebub]

I can't think of a way to do that. If anyone else knows of a way, I would be interested in knowing it along with you...

War Eagle!!

 

[Milesprower]

No - this is a recurring question. Agents need to log themselves out!

 

[dulfo666]

Or speak to the PBX guys nicely. A script could be run to disbale/enable the agents phones, which would force log them out.

The PBX team will complain, but if they use procom or similar its not hard.

Finally If everybody here could speak to their Nortel account manager then this is an easy change that could be added to the functionality of CC. I have asked before, but because there have not been enough official requests it hasnt happened. Apparantly tek-tip suggestions are accepted.

 

[pronei]

Simple,

De-acquire the agents phones in CCMA = instant log out.

 

[Supernn]

LD 48
dacr all x <enter>
where "x" stands for the link

 

[trvlr1]

If there is an emergency going on where the agents have to leave the building, I am pretty sure that would apply to the PBX techs too, even though some are old and grizzly, they are not fireproof! Taking time to run scripts in an event like that would not be high on their to do list and managers from other departments should not be asking them to risk their lives to make the managers stats look good. If it is a fire drill, get the manager who is organizing it to get in touch with the techs so they can set something up in advance, otherwise you are on your own.

 

[Vaktolteny]

LD 48
dacr all x <enter>
where "x" stands for the link

I would not suggest to do that!!! Using this command de-acquires all your CDNs and Voice ports as well. If you need to de-acquire individual agent sets use:
DACR AGT lscu

Back to the original problem:
The easiest way is configuring a night service key on a supervisor phoneset which just does exactly the job jadiebear needs.

 

[hurricaneguy]

On my Symposium express we can put the system in Emergency Mode that sends all Symposium calls to one location. As I understood it the purpose is to click on it as they leave so the calls are rerouted and everyone is safe. The agents are still logged in but they will not get calls. I would hope management would not care about correct reporting if the building is on Fire!

Personally I wish we could turn that feature off totally. It gets activated by mistake at times and stops calls from reaching out agents. It is quite disruptive when that happens. If there is a real emergency then the saftey of our people is more important then the calls.

 

[Milesprower]

In SCCS/CCMS night service is activated by skillset via the web. No night service key as with switch based ACD.

 

[Jamiepockets]

dulfo666, we placed this as a product enhancement during the beta trials of CC6, it was taken as a valid improvement, but was and has not implemented. CC7 does not have it either