Remote Agent Logoff

[FicBen]

I have agents that are not logging off the system. When they try to log in the next day, they get the siren and no matter what they do, they can't auto-in, log off.... it's as though they are stuck in aux h*ll! CMS shows them in aux with **** as their aux time.

How can I remotely log them off? I have the fac setup and console permissions for myself, what am I missing?

Thanks in advance everyone!

 

[Subtech]

FicBenn,

Do a list agent XXXX. It will then show you the EAS station they are attached. Busy out the EAS station and that will log the agent out. Remember, to release the EAS station afterword.

Bob

 

[AvayaHelp]

First let me say that this is not your problem it is Management's problem with their staff. Thus you should tell Mngmnt to pull their socks up and help you stop the issue.

Ok in a real world you will probably have to do something about this yourself so:
change remote-access > set the barrier code length and the barrier code with the date of expiration and the number of times to log in, make sure the cor for this feature has console permission set to 'y'.
Confirm your FAC (display Feature-access) for Remote Logout of Agent Access Code (page 5 on my PBX form).
Now dial from an outside line, not an Avaya phone, and call the Remote-access number you just configured, prefix plus the remote extension.
You should hear a dial tone after an annoying beep, enter the security code or barrier code you assigned. If successfull you should hear dial tone. Now execute the FAC you confirme on the FAC form plus the Agent extension in question and you should get the two dull tones confirming success - provided the Agent was truly logged in.

Hope this helps.

==========================================================
Does anyone have a quarter, I need to make a phone call?

 

[FicBen]

Thanks for the info! I'm assuming there is no way to log an agent out using the phone on my desk? I would have to use my cell phone?

Thanks again!

 

[SF0751]

No, you can use your Avaya desk phone, using the Remote Logout of Agent Access Code, followed by the Agent ID of the offender. Provided you are on the same switch as the agent in question, and the COR of the station you are using has "Remote Logout of Agent" set to YES.

You see **** as their AUX time on the CMS report because the field is not large enough to display all of the characters. Expand the field, and you'll see their time in AUX.

And just to echo AvayaHelp's comments - this is not your problem. This is the problem of the agents in question and their supervisors. Smack'em on the head if they continue to do this.

Susan
"Few things are harder to put up with than the annoyance of a good example." - Mark Twain, Pudd'nhead Wilson (1894)

 

[Jolagues]

I agree with avaya help this is not your problem but it is a problem I have to deal with also. Logging users out from your phone is all well and good however if your call center is anything like mine there are upwards of 100 agents that do not log off. I have tried working with the managers and that does not seem to help and if it does it is only for a short time then it happens again.

I attended the INAAU conference back in november and spoke with the developers this problem is supposed to be resolved in version 2.4 which is due mid 2006 until then good luck.

Maybee if enough people talk to their avaya reps we can push them to release this feature in 2.3 which should be out some time this year.

José

Please let me know if this was helpful