mfonseca

Does anyone know if this is possible or if this will be available in a future release?

Here's what I am looking for: whenever an agent refuses a call his status would be automatically set to busy N/A. By refused call I mean a call which was presented to an agent and that was transferred to another agent due to the fact that it wasn't answered.

Am I the only thinking that this would be useful? :shame:

Cephas

Lacking an auto-logout or auto-busyNA feature is one of the IP Offices greatest failings. We've been asking for this since release 1.1, to my continued shock and dismay I still have heard of no plans to implement :shame:


Peter

PBXtech.info

 

sizbut

? Doesn't "Login Idle Period" work and meet the need.

Similarly you have the Wrap-Up time setting following any call that set the user to Busy-Wrap Up.

Cephas

Sorry, but no. Login Idle Period is the period of no activity on the phone after which the phone will logout (return to NoUser). This has no bearing on a call ringing at the set but unanswered.

Wrap-Up time is to give you an automatic pause to catch your breath between calls. It's so you don't hang up from one call and have the next one immediately ringing at your phone. It makes you unavailable for the defined time (default 2 seconds) after which you are available again.

Rule # 1 - when you walk away from your phone for ANY amount of time, do NOT leave it in ready state.

Peter

sizbut

Whoops, calm man. I know what the functions do, was only trying to suggest an lternative fix using the existing functions.

Use a login idle period set to something like 5 minutes. The "agent who forgot to log off's" phone might still ring a couple of times but then it will log out.

Meantime a few Group keys if they have programmable phones would allow other members of the group who are free to pickup those calls without waiting for the hunt group's distribution pattern to push it to them.

Remember also that in the CCC model, the busy-NA state means I'm here but doing some other work activity, so they really don't want to push people into busy-NA when it isn't true (on the INDeX phone system agents can enter a busy-NA reason that gets logged by the CCM (frankenstein twin brother of CCC)).

Logged out means I've gone home so stop paying me, which is a better state for agents who don't answer calls or forgot to invoke Busy-NA when they should.

Cephas

Calm? I am calm... like a cucumber. No lack of calmness here. If I were any calmer, I would be sleeping. Speaking of which, I need to get back to my nap *OOPS* I mean work... (just kidding if you're reading this, boss!!)


Peter

PBXtech.info

 

sizbut

Maybe its me ~ if I'm a cucumber, it's one that's drunk too much caffine.