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Call Center Agent Outbound Calling

Call Center Agent Outbound Calling

Call Center Agent Outbound Calling

(OP)
I'm setting up a call center on a nortel call Pilot 150. I have it working, but noticed that when I log someone into the skillset, they lose outbound calling functionality. Can someone help me understand why this happens and how to restore?

RE: Call Center Agent Outbound Calling

This is normal. Agents are supposed to be ready to receive calls. Put the phone in not ready and you'll be able to call out.

Marv ccna

www.telemarv.ca
Sales, Installation & Service for Norstar, BCM, Samsung & Allworx Serving Ottawa and Eastern Ontario since 1990

RE: Call Center Agent Outbound Calling

(OP)
Another question for you, I'm getting calls saying that agents are getting logged out of the call center automatically. Will this happen if they miss a call in queue? Is there a way to always keep them logged in?

RE: Call Center Agent Outbound Calling

This again is normal. Training... agents put yourself in "not ready" before leaving your desk. No there is no option to stay logged in after missing a call.

The only options for missing a call are log out automatically or automatically not ready. This is an option in the CC.

Marv ccna

www.telemarv.ca
Sales, Installation & Service for Norstar, BCM, Samsung & Allworx Serving Ottawa and Eastern Ontario since 1990

RE: Call Center Agent Outbound Calling

(OP)
Thank you Marv, that's what I thought, but I'm sure you know that the customer is always going to say that there "just has to be a way around it". Thanks again.

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