Skill Set Logout

[jonjoeni]

I have a skillset with three agents who do not have the time or forget to login or out.Answering the phones is only part of their heavy workload and if they do not log out the skillset stops ringing their extensions. I want their three phones to ringout at all times and calls waiting, to be answered in order. I need the queueing facility otherwise I would not use the skillset.
Thanks
John

 

[BombOne]

I dont completely understand the question. The agents need to be logged in for there phone to ring, they will stay logged in unless they miss a call that was directed to them, then you have 2 choices, they can be automaticly logged out, or the system can make them busy. The make busy option is a little easier for them because all they have to do is push there busy/ready button to be ready to take calls again.

Let me know if this helps, or try to explane your trouble som more.

 

[jonjoeni]

Sorry BombOne I may not have made myself clear.I do not want the agents ever to be logged out by the system so that if they do not answer a call the next call will still ring at their extension.I require call queueing and the EWT service for incoming calls.The calls if not answered at one agent should go to the next agent but never to a mailbox.
Thanks
John

 

[Deweyhumbolt]

Sorry, all Call Centers have to do something when a logged in Agent does not answer a queued call, Bombone already explained those 2 options. You can program, to never get a mbox.

Adversity is Opportunity

 

[DBrewsky]

JonJoeni,

The reason the system does this is because if the call center transfers a caller to an agent it thinks is available, it will ring the set. Once the system determines the agent is not answering the call, then by design it will terminate the ringing to that agent and search for another that may be available. This is to prevent an agent from leaving for the night and forgetting to logout. If it were the case that the set would continue to ring, the caller would have to wait until that agent returns (possibly over the weekend) before his call is answered.

The amount of ringing time is dependent on the CFNA (Call Forward No Answer) and/or the Transfer Callback functions of the system. There used to be an ACD system that worked via a timer programmed in the ACD Queue itself, but Nortel's Call Center doesn't have this option.

Hope this explains it a bit better. I know it's not what you're looking for, but think of the consequences of callers not being answered at all because an agent forgot to set their Ready/Not Ready button or didn't logout. I can foresee some really ticked off callers...


Just my two cents..


--DB