UCD in HiPAth 3500 question

[juldal]

Hello all

In HiPath systems, I allways thought the last member logged in to an UCD group could NOT log out!!

This is not the case at a customer site with a HiPath 3500

Here all can log out of the UCD, leaving the customers hanging on hold allmost forever..

Is this a feature that is possible, og am i imagining things???

kind regards

Johannes SOCA SCCA

 

[donb01]

I am speaking from Hicom 150 world.

Last user is not supposed to be able to logout but it lets them anyway - I've had same problem.

I believe the actual function is to not let them log out if anyone is in the queue (and user is in work mode or unavailable). If no one is in the queue then they can get away with logging out, and it has caused me some aggrevation.

My solution, while not pretty, is to have a time-out that says after they have been in queue for a certain amount of time to route the call somewhere else. That somewhere else could be a message saying you're really busy and asking them to call back, another human 'must answer' extension like site switchboard, or into a fallback UCD queue. I have my timeout set to 5 minutes right now.

 

[Bas1234]

Is the option "Agents Permanent available" ticked in the "UCD Parameters"

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It works! Now if only I could remember what I did...
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[juldal]

Hello

So what you are saying is that it is only NOT possible for the last memeber to log out, if there is someone waiting on the queue??

but if noone is calling the UCD group, everyone can log out.?

that bites the big one!!

No BAS1234 the option Agents Permanent available is not ticked, because the user is to decide themselves when they are available, and should remember to log in and out, I am aware that the feature, logs you out if you for instance missed a call.

Does this need to be ticked in order for the last member not to be able to log out??

 

[Bas1234]

You could try to add a "Virtual User" into the UCD group wich is always logged in, FWD that to a group/extension/reception, but use their phone extension not the UCD loggins.

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It works! Now if only I could remember what I did...
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[juldal]

Hello Donb01

I can see what you mean, but I think my Siemens is behaving funny, because their is an ITS EAR4000 that transfer the main number to the UCD group, however, because it is a transfer to a UCD, the UCD queue does not work??, if noone is available, the call imediatly goes to the switchboard reception.

The whole idea with the UCD group in this case was for the call to stay in the group until answered.

Is this a firmware bug, or a known issue???

kind regards

Juldal

 

[donb01]

On my Hicom 150 v 3.0 there are issues with transferring calls to the UCD group but I can't remember what they are right off the top of my head. I believe I have had issues with people forwarding their phones to the group, or phantom numbers in phonemail that are pointed at the group not working. I can't remember and I'm not going to ask them because I couldn't find a solution to the problem and then basically ignored them until they went away. I don't want to call them and ask what the problem was again only to remind them that I never fixed it )

I am meeting with my Siemens vendor next week because they are pricing out a solution for me to replace the 150 with something that has "real" ACD that allows reporting, etc. Yours might do that stuff, but the UCD built into what I have is about as basic as it gets...