Walkaway State?

[turtle916]

Does anyone know which headset types and which telephone types allow the "Walkaway" state?

By Walkaway state, I'm referring to when an agent places a call on hold and disconnects their headset.

I thought I saw documentation on this somewhere, but I can't find it.

 

[cgilmer]

You can also just disconnect it via the clip in the headset cord. That is supposed to force the phone into walkaway as well. At least on some models.

 

[cgilmer]

Sorry forgot to put the link on here.... hit submit before I was done.

Plantroincs has some headsets with the "Quick Disconnect" features...

http://www.plantronics.com/north_america/en_US/products/cat1200043

 

[cgilmer]

Here is the Nortel Listing of the functionality. Seems its different than I remember.

**********************
Walkaway/Return

An agent who is logged in can briefly leave the position, then return and
resume normal operation without logging in again. (If the agent disconnects
by merely unplugging the headset or handset from the telephone, the
Walkway/Return feature is not activated.)
Removing the headset/handset under any condition other than those listed
here logs out the agent. These are the Walkaway procedures:
— Direct Call-Processing (DCP) phase (In Calls LED lit) During this
operation, the agent is connected with a caller. Before removing the
headset/handset, the agent presses the Hold key, causing the In Calls
LED to flash at 120 ipm and initiating Walkaway.
— Post Call-Processing (PCP) phase (NOT READY LED lit) During
this operation, the agent and the caller are disconnected. When the agent
presses the Hold key, the Not Ready LED flashes at 120 ipm. Removal
of the headset/handset initiates Walkaway.
— Non-ACD call-handling phase (DN LED lit) A non-ACD call is connected
to the agent position. The agent presses the Hold key to keep the call
connection, and the DN LED flashes at 120 ipm, permitting Walkaway.
Timing continues during Walkaway, accumulating in the category that was
active before Walkaway.
If the supervisor has corresponding agent keys, they flash 120 ipm for Walkaway.
— No lamp for MSB
— Steady lamp for Busy on In-Calls
— Slow flash for waiting for a call
— Fast flash for DN calls
Note: If the incoming caller disconnects from an on hold In Calls or DN
key, the telephone reverts automatically to the Not Ready state and the
Not Ready LED flashes. The timing for the prior state stops, and PCP
timing starts.
When an agent or supervisor returns to an agent position that is in the
Walkaway mode and plugs the headset/handset into the telephone, the normal
operation of ACD features resumes.

*********************************
I got this out of...

Automatic Call Distribution
Feature description
Document Number: 553-2671-110
Document Release: Standard 8.00
Date: January 2002

 

[brewerdude]

I always thought you had to say 'Walkaway Sesame' and spin around three times...

 

[sandyml]

You have to spin around widdershins...