Using remote agents to take Acd Calls

[Magillicuddy]

I have a group of agent in another state hanging off of a G350 we have 4 digit dialing and everything works. Now I want to get these agents to take some acd calls when we are getting hammered with calls. these particular phones they are on are 4620. I gave them these procedures to log in and be able to take calls.

The agent logs in by doing the following:
1. Going off-hook or selecting a line appearance
2. Upon hearing the dial tone, entering the login Feature Access Code “xxx”
3. Upon hearing the dial tone again, entering agent login ID “yyyy”
4. Once the login is accepted, a confirmation tone of 3 beeps is given.

5. The skills that are assigned to your login are are displayed for 5 seconds on the telephone display. You are set up for skill set xx tech support.

If more skills are assigned than can be displayed, a plus sign (+) appears at the end of the display. If a skill is administered but the agent was not logged in to the skill, the skill number is displayed with a star (*). The previous login sequence allows an ACD call to be directed to a specific agent and to have that call tracked and treated as an ACD call.


To log out simply press the Feature Access Code of "165"


I have tested this procedure and i login get confirmation tone and see the assigned skill in the display for 5 secs . then the display goes blank and the line appeartance hangs up. Am I missing something here. Do I nee a manual in button on these phones. how does the remote agent know that are logged in ? do you do transfers the same way you would using the phone normally. Do you place the call on hold usinght ehold key. please jhelp i tried the avaya site and it is useless unless you know the exact accronym to use on a search.

 

[Stinney]

You do need a manual or auto-in button. The agents will know that they are logged in because the button will be highlighted.

- Stinney

Favorite all too common vendor response: "We've never seen this issue before.

 

[Magillicuddy]

i take it with a manual in you manually press it to log in and with auto log in once you get the confirmation tone it auto logs you in and lights up?

 

[Stinney]

Once you log in, you will need to press the Manual-In or Auto-In button to take calls.

The Manual-In button, puts the agent into ACW automatically after ending an ACD call. The agent has to press the Manual-In button to take a new call.

Auto-In will put the agent back into an available state immediately after ending an ACD call and does not require the agent to press it to take a new call.

- Stinney

Favorite all too common vendor response: "We've never seen this issue before.

 

[Magillicuddy]

ok great ty

so now i get them to push the autoin button. once they have done that.they physically have to stay at the phone to answer calls directed to them, correct. Because their agent ID states auto answer = ACD. For them to log out of this state do they just presss the FAC code for log out or do they just hang up. sorry for my ignorance. this is a ist time doing this

 

[Stinney]

They have to stay at their phones to answer calls if they are in a state of available.

If they need to leave their phone for a while, for lunch, breaks, etc., they can use an AUX button to take themselves out of available, but not logged out.

When they are done for the day, they can log out.

This allow you to see in reporting what the agent is doing during their entire shift. You can see how much time they were available, in ACW, in AUX, etc.

I would suggest reading the ACD manuals at support.avaya.com

- Stinney

Favorite all too common vendor response: "We've never seen this issue before.

 

[4merAvaya]

At a minimum, Agent phones should have the following buttons: AUX, Manual-In, Release. When they first login, they are placed in AUX work.

Kevin

 

[marcell55]

If they do not have headsets, I would change their login id to be "Auto Answer" = "none". This will ring their phone when an ACD call is delivered and allow them to answer it.

The Agent should have the following buttons on their phone.
Login (Does the process you originally listed above.)
Auto In (Allows the agent to take calls)
Aux Work (Allows the agent to take a break from taking calls)
Logout (Logs them out - like the process you listed above.)

The process should be:
Login, then press "Auto In" to become available.
Press "Aux Work" to become unavailable.
Press Logout to logout of the system.