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Remotely Changed an Agents State (Please Help)

Remotely Changed an Agents State (Please Help)

Remotely Changed an Agents State (Please Help)

I am trying to figure out how a CMS Supervisor can remotely put an agent into Available if in Aux,or etc. state. I know you can Remotely Login and Logout but I want to know if the State can be changed from the Phone (COR, COS) or even in CMS Supervisor v17 also CM is 6.3

Today Makes Tomorrow

RE: Remotely Changed an Agents State (Please Help)

If the supervisor has access to ASA (Site administration), and the agents are using the auto-in feature to come out of Aux work

You could try the command

List trace station xxxx/yy

xxxx = extension number - (Not agent-id)
yy = button number +6 where the auto-In button resides

So if the Auto-In button is sitting on button 6 on extension 3200, the command would be

list trace station 3200/12

worth a try

RE: Remotely Changed an Agents State (Please Help)

Have you tried the Feature Access Codes in CM?
you can provide remote-access with barrier codes too

RE: Remotely Changed an Agents State (Please Help)

I want to be able to do it from a desk phone with the correct COR/COS restrictions.

example. An agent can typy FAC(login)+(Agent ID), then FAC(Auto-In) and so on.

Now why cant a Supervisor with Console Permission be able to

example. FAC(Auto-IN)+(Agent ID)

this will put agents back in que with lolly-gagging around.

Today Makes Tomorrow

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