Call Work Codes

magens · September 20th, 2005, 10:13 AM

Anyone know how to set "forced" work codes? Agents have work code button on their phones and use them from time to time. Their manager is asking for "forced" work codes, not system wide, just specific to certain splits. Thanks.

sojourner65 · September 20th, 2005, 10:29 AM

I was able to do this on page 2 of my change hunt group form. At the bottom of the page set Forced Entry of Stroke Counts or Call Work Codes? to Y

magens · September 20th, 2005, 10:40 AM

Thanks sojourner. I have that stroked to "y" already. When the agent hangs up a call, it puts them in after call. At this point they are not forced to enter work codes though. They can go to aux then auto in (bypassing the work codes). I've thought about aux reason codes, but we're not an EAS environment (yet) and they have about 100 different work codes they're looking to use (as opposed to only 9 reason codes).

sojourner65 · September 20th, 2005, 10:53 AM

Your turrets must be manual in and not auto in or forced codes do not work. Does that solve the problem?

magens · September 20th, 2005, 11:29 AM

That does it. Thanks!

sojourner65 · September 20th, 2005, 11:33 AM

Pleased to help - these forums have been very useful for me

September 20th, 2005, 10:13 AM	#1 (permalink)
magens Join Date: Dec 2003 Posts: 13	Call Work Codes Anyone know how to set "forced" work codes? Agents have work code button on their phones and use them from time to time. Their manager is asking for "forced" work codes, not system wide, just specific to certain splits. Thanks.

September 20th, 2005, 10:29 AM	#2 (permalink)
sojourner65 Join Date: Dec 2004 Posts: 6	Re: Call Work Codes I was able to do this on page 2 of my change hunt group form. At the bottom of the page set Forced Entry of Stroke Counts or Call Work Codes? to Y

September 20th, 2005, 10:40 AM	#3 (permalink)
magens Join Date: Dec 2003 Posts: 13	Re: Call Work Codes Thanks sojourner. I have that stroked to "y" already. When the agent hangs up a call, it puts them in after call. At this point they are not forced to enter work codes though. They can go to aux then auto in (bypassing the work codes). I've thought about aux reason codes, but we're not an EAS environment (yet) and they have about 100 different work codes they're looking to use (as opposed to only 9 reason codes).

September 20th, 2005, 10:53 AM	#4 (permalink)
sojourner65 Join Date: Dec 2004 Posts: 6	Re: Call Work Codes Your turrets must be manual in and not auto in or forced codes do not work. Does that solve the problem?

September 20th, 2005, 11:29 AM	#5 (permalink)
magens Join Date: Dec 2003 Posts: 13	Re: Call Work Codes That does it. Thanks!

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September 20th, 2005, 11:33 AM	#6 (permalink)
sojourner65 Join Date: Dec 2004 Posts: 6	Re: Call Work Codes Pleased to help - these forums have been very useful for me

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