ACD agent/HG issue

[jeffmoss26]

Occasionally we will have users login to ACD queues as another agent's ID if they need to cover a different HG.
EG. ext 1100 will login as agent 1101 via feature 328.
The past few times this has happened, 1101 goes to log in on their phone and it says 1100 is logged in, while they are actually logged out on the phone (I confirmed)
The only way I've been able to fix this is to delete the ACD agent for 1101 and re-create it.

Thoughts?

[dwayneg]

Could 1100 already be logged into a different group on that phone?  I'm pretty sure only one agent ID can be logged into a device, even in different groups.

[jeffmoss26]

I'll have to check.
We just use 328 and agent ID which logs them into all groups they are assigned to, I don't think the end users are aware of 326/327.

[jeffmoss26]

anyone?

[DND ON]

No clue as to what the problem could be, but I would change the log in procedure. I'd create unique Agent IDs to handle each combination of hunt groups a specific extension needs to cover. Agent 1101 covers hunt group 1; agent 2101 covers hunt group 2; agent 3101 covers both.

Repeat as necessary, especially if you're reporting on agent call activity.

[Tech Electronics]

jeffmoss26,

When you get that error are you sure that no one is currently logged in as 1100?

How can you be sure of that; do you have software that tracks that for you?

Have you had everyone log out, not go into DND, but actually log out at the same time and then try to log that agent in?

It seems that two people may actually be using the same Agent ID, which is not good. You could send out an email and have everyone respond with the Agent ID that they use to see if there is some confusion.

If you have them use the codes 326 and 327 you can pick and choose which groups the agent is logged into. If using 326 I believe that if they use the # key they can log into several groups at one time. This way you can put all Agent IDs in all groups and then they log in as needed. The feature code 328 does not allow for that flexibility as it logs them into and out of all groups at the same time.

Thanks,

TE

[jeffmoss26]

In this particular case, 1101's normal user was not in the office. I went to the phone and physically logged them out of all groups. 1100 logged in and was able to work.

I don't have a way of knowing if a 3rd person tried to use their Agent ID, but I know for a fact that 1101 was attempting to log in the next day and was told that 1100 was still logged in.
Thanks for the tips.