rkasprow

I have the need to implement "forced entry of account codes" for my "shared" agent population. These agents will serve multiple clients (inward / outward) and I would like to implement account codes to sort the outbound LD via CAS/CDR.

As the account codes are not validated, I need to make it easy use and looking for suggestions. The agents use 8410D+ stations so the buttons are pretty limited. I'm thinking of just creating a cheat-sheet to keep near the phone.

I hope I don't get lazy agents that figure out any xx digit number will work and feed junk numbers. This will be easily seen as the account codes won't match and the record is appended by the agent ID and or extension.

Any ideas on making this a smooth transaction?

chrissa

We have a similar setup here, and we mostly use the system abbreviated dial list in order to accomplish basically what it sounds like you're trying to do. On an agent phone we setup a "hot keys" ( these are just an abbrev-dial button) for the most commonly used account codes so that all the agent does is to press the button for the campaign they are calling out for and then dial 9 + the number they are trying to reach. Also, they are provided a list of other less commonly used codes to dial by using the FAC, feature access code, and then the number of the entry on the abbreviated dial list they need to use.

By setting up a speed dial like this, you should eliminate most agents from either inputting the wrong code or from having to remember which code is for which campaign or client.

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rkasprow

Chrissa, sorry, I'm a bit lost here.

We utilize "forced entry of account codes" in the Agent COR. The switch doesn't return the Account Code prompt (three tones) until the dialed number completes. At that point, the Agent would press the needed account code.

Am I missing something here or possibly that it's incorrectly configured?

Any way you can send the translations for your config? Dialing instructions or ?

chrissa

That's correct, "forced entry of account codes" for the COR needs to be turned on. Then when the agent needs to dial out, they have to dial the "CDR Account Code Access Code" (ie 237) from the feature-access-code list. Then in the system-parameters cdr, the "CDR Account Code Length" (ie 6) has to be set. Then when an agent has to dial out they dial 237+6 digit account code+9+number to be outdialed. Setting it up this way doesn't give the agent the confirmation tones to let them know the account code is valid. It just accepts any 6 digits, and sends it out to CDR. What we had was agents inputting the wrong code accidentally, which resulted in some reporting issues. So, we added some abbreviated dial buttons to the agent phones that used the abbreviated dial system list that dialed the correct account code and all the agent had to do was to dial the number to call. So one entry in the abbreviated dial system list would be 2371234569, and when the agent hits the button the agent just has to dial the number that they are trying to reach.