what if an agent doesn't log out?

[rejackson]

I am playing with my first little call center. Basic BCMS and ACD on CM 3.1.2. Currently we use a cover answer group that rings everyone's phones. I am using a hunt group in my test and I cannot figure out how to deal with a call that is sent to an agent who is not there and has not logged out.

 

[4merAvaya]

If you are using the ACD feature, on page 2 there is a field 'Redirect on No Answer (rings)'. If you put a number in there it will do two things: Send the call back to be re-queued and put the agent in AUX work so they can't receive any more calls.

Kevin

 

[RTMCKEE]

I'm not sure what all options are avaliable on which CC releases, but on page 2 of your hunt group form do you have:
Redirect on No Answer (rings):?

If so you can send it back into the VDN if the agent doesn't answer in so many rings.

Also, there is a FAC to remotely log an agent out, but you'd need to be wathing that one.

rtmckee

CM 4.0.4 (7 US locations)
CM 5.2 (India)
IP Office 5.0 (China)
Modular Messaging 3.1
CMS R3V11

 

[rejackson]

Thanks Kevin, it turned out I didn't have that set. Now I see the field. I had it on for an earlier test but turned it off before I got to this problem because I only have 2 agents. I guess that brings up another question. If I dont use ACD does the concept of agents and logging in and out still apply?

 

[mikeydidit]

If you use a regular hunt group they would not need to log in or out. But you will also loose some pretty cool features and reports by them not logging in.

When is the last time you helped someone, just because you were able to?

For the best response to a question, read faq690-6594

 

[dufus2506]

If you have vectoring, you should also put in time of day checks to make sure you don't queue calls after business hours. That way an agent who stays logged in won't frustrate your callers by making them wait to speak to an agent who's gone home.

Carpe dialem! (Seize the line!)