IPO call center functions

[ic1ssbill]

I have a customer who is starting a call center. The owner does not want the Agents to line in/out of hunt groups. They want the call center supervisor to log in/ out agents remotely. Any ideas ?

By the way- IP500 Rel 5.o with CCR

 

[tlpeter]

I think you can not log some one in without doing it from the phone itself
As a supervisor he or she can see how long some one was in or out of the group
You can generate alarm for that too
If the agents are not responsible enough to log in and out when they need to then they need to be told !
You can not make a phone system solve the lack of responsibility of those agents




ACS - Implement IP Office
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[mattKnight]

You could use Manager to do this.

However as tlPeter says - the function of call centre supervisors is to supervise - if people are not working, a correctly configured CCR will show this plainly.

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[alexdykes]

I'm wondering why the owner would want to add this kind of complexity to a situation that should be so simple? I have never heard of a call centre where you expect the manager to log employees in and out. CCC used to have this function, but I have not heard any talk of duplicating that in CCR. Honestly I have only encountered the need to log agents off if they leave their desk and leave their phones logged on, but you can set rules to auto-log the phone off after a ring-refused situation.