Disable ability to release calls for Agents

[vamosalavaya]

Hi there,

Avaya s8700
Ip-Phones 4620SW

Is there a way to disable Drop Button on 4620 SW and Hook functionality for agent.

I know it's very strange request but Call Center manager asked me for this features...

Regards

 

[nohuhu]

vamosalavaya,

you can use vdn return destination to intercept dropped calls and redirect them somewhere, for example to call center manager or supervisors. this way you can fight agents who drop calls.

 

[vamosalavaya]

Thanks for your help, i will try that, but i though it was a redirection for unanswered calls.
My agents, answer the calls but relase it just after unhooking.
Think i will trace it by CDR (tracing calls under -3 s of duration)

Regards

 

[nohuhu]

vamosalavaya,

if you suspect some agents for cheating, better use cms agent trace on them. works like charm.