Stopping Users Setting Up Keys?

[mitelmitel]

I have over 500 ACD agents. Msot of which are not allowed to use the 'make busy' feature. Only Supervisors do this through CCM.

Some agents have been programming their own 'Make Busy' key through the superkey. I need this to stop.

Is there anyway I can stop agents programming their own keys?

 

[YnotPhone]

There is a thread already discussing this :
thread1329-1601815

KWB has started a Wish list: and this feature is stated there.
thread1329-1609420

 

[IrwinMFletcher]

Just thinking out loud here, but...

How do you know that this is what they are doing? and secondly, what happens to them when they get caught?

What I'm getting at is it may not be required to prevent the usage, but a better way to detect it. What about some sort of minet monitor that would log the traffic and detect the key programming?

 

[mitelmitel]

We have CCTV cameras throughout our brand new building, so I have seen it with my own eyes.

Staff are being disciplined however we are trying to keep staff turnover to a minimum at the moment and would rather them not being able to do this in the first place.

Thanks for the links.

 

[JimHilton]

Have you got some thing like Prarie Fyre monitoring the call center?

If so that will give you all the reports you need for DND's but if I was a ACD worker I could just log out.

 

[dryaquaman]

How about if you program all the buttons with something.
Such as "0 CDE Speed Call" or "1234 multicall"
User could clear the label but not the key.

Dry Aquaman

 

[mitelmitel]

Thanks for the suggestions