How to control outward calling

[vsunh]

I have a sitaution, i want to allow an ACD agent to have outward calling facility from one station & block the outbound calling from the other station without changing the agent ID.

The typical solution was that i have two sets of agentIDs, one for allowing ourward calling & other with calling restrictions, but i want to keep agent id same..

Please help...

 

[mikeydidit]

It seems that changing the COR for the station that you want to block may be your easiest route. The COR should be one that will not let it access your outgoing trunk group.

Mike Jones
LSUHSC

 

[SF0751]

However, the COR of the agent will override the COR of the station. I don't see how you can do this without giving the individual two different Agent ID's.

Susan
Gramen artificiosum odi.

 

[NX01]

Susan is right. Maybe you can use EC500 to brdg the two agent id's... When the agent is at station A, he/she logs in as usually. When at Station B, he/she logs in using the EC500 FAC procedure. Station B will have to remain logged in or you can have he/she log in to both Station B and the EC500.

In the future everything will work...

 

[vsunh]

What is EC500, we are using DEfinity R8, is its possible to implement above feature in R8 some how??

 

[NX01]

R8 doesn't have EC500. It was first introduced with R9. I could be wrong though.

In the future everything will work...

 

[SF0751]

Okay - this should work. Create a station with a COR that allows outbound calling. Put a bridged appearance of this station on the station where you wish to grant outbound calling at. Even though the agent's COR will override the COR of the normal call appearence lines, the bridged-appearance will retain it's own COR. The agent will need to physically select the bridged appearence line in order to make his/her outbound call.


Susan
[green]Gramen artificiosum odi. [/green]