force agent to use his own pin code

[cuneyt2020]

How do i force an agent to enter his own PIN code and not to use anyone's PIN code and also free seating should be also available
Is it possible in any version of MD?

 

[summerdike]

First question: not possible!
All you can do is (BC12)to force an agent to use a valid PIN code by stating all pin codes in the account code database in MD and set AC parameter nr. 6 to value 1.
This does not prevent an agent to use someone else's pin code. It just prevents using a non-existent pin code.
(It als does not prevent double usage of same pin code at same time)

Free seating question:
It is posibble for agents to log on ACD phone they want (with pin code and authorization code).
There are no function keys travelling "with" the free seating agent.



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[pawshman]

yep thats an affirmative !

 

[cuneyt2020]

I think this should be changed in new versions of MD.
There should be a password check for a pin code. It's a security problem for a call center. Now everyone can use others PIN code.Reports of agents also fail in this double usage of pin code.

Other problem is, when the DTS is locked, no agent can make outbound call.The agent must log in , for making outbound call.In this case the agent enters a dummy pin code to activate the outbound call. So that we can not check who makes the call.

Anyway, it's a big disadvantage for call center.

 

[whosrdaddy]

using solidus ecare solves the security problem...

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What You See Is What You Get

 

[summerdike]

CCA (still for sale) also solves security prob


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[cuneyt2020]

Hi whosrdady,
I do not have a deep know-how about solidus ecare. But will it prevent the agent log in to to DTS manually?(Not by a CTI desktop application)Or another saying, by using solidus e-care , does the login mechanism of MD change?

I mean how can i prevent agent to log in to DTS manuelly with others pin code? Which security problem is fixed with this environment system?

Same question for CCA also...

Rgrds

 

[Jimek]

Hi!

I read that you have problems with outgoing calls when the phone are locked, i think you have to control the category and CATTYP=2.

 

[cuneyt2020]

Hi Jimek
No problem . Problem is, agent logges in (unlocks the phone)to the system with different pin code and make outbound calls. And we can not check who makes this outbound call.
Normally, if the telephone is locked, the agent can not make outbound call. But he uses other's pin code or an invalid pin code

Also i want to add my question here again

Hi whosrdady,
I do not have a deep know-how about solidus ecare. But will it prevent the agent log in to to DTS manually?(Not by a CTI desktop application)Or another saying, by using solidus e-care , does the login mechanism of MD change?

I mean how can i prevent agent to log in to DTS manuelly with others pin code? Which security problem is fixed with this environment system?

Same question for CCA also...

Rgrds

 

[summerdike]

First of all.
The described problem may be solved by giving the agents the responsability for the confidentiality of the pin code.
Therefore you should make codes (4 digits) that are very different. Do not use easy to trace code ranges like 1000 to 1020 when having 21 agents. But 4570, 5623, 9658, etc.

The above does not solve the problem of the use of invalid codes.
Bc12 does. Because there is a parameter that checks the used codes in the account code databse in the MD while logging on to the telephone.

CCA is a CTI solution where the agent logs on to a client application on a PC using agent name and pin code as authorization.
This application solves the same problem as BC12 does (pin code check mentioned above).
But buying CCA merely to solve the unauthorized use of codes seems overdone to me.

I don't know about solidus-e-care...



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[whosrdaddy]

Hi Cuneyt,

solidus doesn't need a DTS phone for starters, it can be a DECT phone, an IP phone, whatever....
so yes, you can lock the phone and use it only with Desktop manager. but like summerdike said, it is the agent responsablity to keep his code for himself.
to avoid this problem, change pincodes let's say every month...

--------------------------------------
What You See Is What You Get

 

[cuneyt2020]

Hi again,Yes you're right... With any CTI solution agent doesn't need a DTS etc. I thought about also changing DTS's (DBC212) with the low level one with no screen (I don't remember the model of it.) .But in some cases if the solidus or Genesys or any other application is down, then how can an agent log in to the ACD manuelly with a dectphone or analog phone?
Also we say to the agents that pin code is a secret code. This is what we do now. But in all call centers agents try the tricks. And the most secure way is giving no chance for the tricks.

Changing pin codes affect to voice recording system, CTI agent database and CCM database to modify.But this is not a solution also.If a door is open, everyone enters it.You can not hide your pin on an open system

I know that it's difficult for a system to change the login mechanism such as password for a pin code. Because even CSTA login events will change and need modification for it. But it's the best way for security.
Neverthless,it's only an idea what i saw in other ACD pbxs.
Also the other problem is duplicate logins ... When an agent forgets to make logoff on an ODN, the system allows him to login on other ODN. I think this is also ridiculous .
Pin code is designed for one agent. If it's a secret code, one secret code should not be used in othe telephone set.

Thx for your answers.