Agent logon

[a1pickle]

When an agent logs on to a Definity G3siV8 (with EAS), the switch puts the agent in default state. Can an ACD call be presented to that agent, before the agent goes AUTO-IN?

 

[Phoneman2]

The agent goes into ACW After Call Work. They would need to push Auto-in or manual-in to start the calls rolling in. Wisdom is Knowledge
that is Shared

Thanks All Phoneman2

 

[a1pickle]

Thanks Phoneman2. I guess I was unclear. The initial agent logon, in our switch, puts the agent in default state. After they have taken a call, they go to ACW. I need to stop the calls to agents, when they are in the default state.

 

[Phoneman2]

When an agent gets off a call they go into (ACW) After Call Work, you can set this time down to 1 sec if you wish. If the agents are getting calls after a short period of time, it sounds like they are using AUTO-IN. Look at the station form and check on page 3 and see if it says auto or manual in if it says auto change it to manual. Wisdom is Knowledge
that is Shared

Thanks All Phoneman2

 

[nknook]

Hello,

The default state of the agent after logging in is (or at least, always was) aux-work. They won't recieve calls before they press auto- or manual-in.

Cheers,
Nico