ACD logging out after missed call

[PokerMunkee]

We upgraded from 5330e to 6940 phones at our front desk.  3300 controlle.  Now they use Hot Desk logins instead of ACD, from what I understand. 

The issue is if they miss a call, the phone logs them out now.  My vendor says they can't have a login button, so they must enter in the Hot Desk extension and password every time once they realize they're logged out and not taking calls.  It's frustrating. 

1. Is there a way to keep the phone from logging out, only put the phone into Make Busy if they miss a phone call?
2. Is there a way to create a Hot Desk Login button so they don't have to enter in the ext/pass every time?

Thanx.

[lundah]

You can put the agent in Make Busy instead, the action is decided by the "ACD Agent Behavior on No Answer" option in the Agent's Class of Service. Be careful with this, it could leave agents logged in but in Make Busy at the end of the business day, which could in turn cause calls to remain in queue instead of overflowing to the Path Unavailable DN for the queue.

[PokerMunkee]

Thanks, that helps.  I'll talk with my vendor to have a few things fixed and change this.  Our desk is 24/7, so won't be a problem.  Thanx!

[Ronan]

Is there a MiCC ? There is a config somewhere (can't remember right now if in the queue or agent group) to keep the last agent logged in (and ringing) instead of disconnecting it.

[lundah]

Is there a MiCC ? There is a config somewhere (can't remember right now if in the queue or agent group) to keep the last agent logged in (and ringing) instead of disconnecting it.

"Queue Callers To Group When No Local Agents Are Logged In and Present" in the Agent Group settings, and "ACD Make Last Agent Unavailable on No Answer" in System Options can also come into play in this situation.

[ZuluAlpha]

Is there a MiCC ? There is a config somewhere (can't remember right now if in the queue or agent group) to keep the last agent logged in (and ringing) instead of disconnecting it.

"Queue Callers To Group When No Local Agents Are Logged In and Present" in the Agent Group settings, and "ACD Make Last Agent Unavailable on No Answer" in System Options can also come into play in this situation.

It's in System Options so it'll change the behavior of every queue on the system.

[Ronan]

Yeah usually we don't do that, as in call centers there should always be someone available during opening hours, and if someone left while connected, disconnecting them is a good thing. Instead if everyone is disconnected the system will send an urgent email to the supervisor warning about it.