ACD express question...

[tdmneil]

I setup my first ACD express group last week and it works very for free, But, I've just had a call from my customer stating that agents (hot desk users) are being signed out of the acd express queue if the call is left ringing on the handset for a bit longer than normal, I understnad why the feature is invoked from my experience with BCM and Realitis ACD and it was a configurable option, is it possible to change the auto logout timer at all? Is it a hot desk feature or specific to ACD Express??

Also, another one-- the way I setup ACD express was the agents had to be hot desk users but this used up IP user licenses- one for the physical phone and one for the hotdesk user, is this the best way to do it?


Any help would be gladly appriciated!

 

[bobcheese]

Its a COS option 'ACD agent logout no answer timer' default is set to 15s

 

[lowradiation]

You can create an extension that is an IP device only... This does not require a licences BUT cannot be used unless a hotdesk user is logged in.

 

[kwbMitel]

ACD Logout Agent No Answer Timer in COS of Agent - Default 15s

Enter a value between "0" and "125" seconds to automatically log out the agent when the timer expires. The call is requeued into all of the agent skill groups prior to the call offer to this agent.
Note: If you enter a value of "0", automatic logout is disabled.

I do not recommend disabling this option however.

As lowradiation notes above, the non-logged in set can be designated as IP Only when it created. This does not consume a license. The phone is non-functional unless logged in however and for my money, I'd recommend buying ACD licenses before adding user licenses to allow the hotdesk set to function otherwise.



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What's most important is that you realise ... There is no spoon.

 

[tdmneil]

Cheers guys!! I'm just about to head off to the customer. Tek-tips is awesome!!