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Remotely Changed an Agents State (Please Help)

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Mar 23, 2012
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I am trying to figure out how a CMS Supervisor can remotely put an agent into Available if in Aux,or etc. state. I know you can Remotely Login and Logout but I want to know if the State can be changed from the Phone (COR, COS) or even in CMS Supervisor v17 also CM is 6.3

Today Makes Tomorrow
 
If the supervisor has access to ASA (Site administration), and the agents are using the auto-in feature to come out of Aux work

You could try the command

List trace station xxxx/yy

xxxx = extension number - (Not agent-id)
yy = button number +6 where the auto-In button resides

So if the Auto-In button is sitting on button 6 on extension 3200, the command would be

list trace station 3200/12

worth a try



 
Have you tried the Feature Access Codes in CM?
you can provide remote-access with barrier codes too
 
I want to be able to do it from a desk phone with the correct COR/COS restrictions.

example. An agent can typy FAC(login)+(Agent ID), then FAC(Auto-In) and so on.

Now why cant a Supervisor with Console Permission be able to

example. FAC(Auto-IN)+(Agent ID)

this will put agents back in que with lolly-gagging around.

Today Makes Tomorrow
 
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