symposium remote disconnect

[Nortelshop]

Is there any way to remotely log off a call center agent if he/she forgets to log off. Is it possible to write a script to logoff all agents at say 8pm? If so, where do Input this script? and what format would I use. Is it even possible? Any help is appreciative.....

 

[fonchick]

Nortelshop,

I am not aware of a way for a script to logoff an agent. You are able to go into the switch manually and disable and re-enable a TN which forces a logoff of the agent.

There are 2 types of ways of presenting a call to the agent. One is ringing the phone and allowing the agent to answer by pressing in-calls. If you are using this type of call presentation, you can define the RTQ feature (return to queue) after so many rings and make the phone go into "make busy" which would in turn log out the agent. If you are using call force to present the call, this option is not available.

If you are concerned about calls being presented after closing just use a time of day check in the script. If you are worried about compliance and adherence being skewed, I have our workforce trained to look at the agent real time display and make sure everyone is logged out when we close.

 

[Nortelshop]

THANKS fONCHICK!

ROOKIE

 

[MrToad6378]

Easiest way I found to log an agent out is to:
Pull up an agent real time display
Get the persons name in not ready

Go to User Adminstration - Users
Open the users properties
Click on the Phone Tab
You will see the TN number they are logged into

Go to Switch Adminstration - Phones
Find that TN
Deacquire the TN
Refresh
Acquire the TN
Refresh

This will also log the agent out.

 

[Nortelshop]

Great thanks...

Rookie

 

[brownlg]

fonchick is right in that it's really an operations issue.

problem with return to queue and make set busy is that you could be knocking out agents in the middle of the day with that enabled.

while there isn't a way to remotely disconnect an agent, you could schedule assignments so that at 8pm (8:01) it removes the agents from the skillsets and then when the shift resumes, another assignment to add them back to the skillset(s). it's the most automated control of whether they're logged into a skillset. that way, really doesn't matter if they're logged into the phones (other than reporting) as they won't be active in any skillsets.

Les Brown
Kelly Services, Inc.