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Mitel Forums => Mitel Software Applications => Topic started by: davidcrisp on June 16, 2011, 06:09:47 AM

Title: Interactive Contact Centre and Visual Queue
Post by: davidcrisp on June 16, 2011, 06:09:47 AM

Hi,
Could anyone tell me "if" when dynamically moving agents around from group to group via the interactive contact centre and Visual queue, whether agents have to keep logging in and and out for the group permissions to take effect.

Thanks

Title: Re: Interactive Contact Centre and Visual Queue
Post by: Kurt on June 16, 2011, 09:15:43 AM

They do not. It's real time.

The agents have to already be IN the Agent group.  ICC doesn't add agents to a group, only modify their presence in already joined Groups.  All Interactive Contact Center does is toggle the Presesnce field to 'Present' or 'Absent' just like Personal Ring Groups.

Title: Re: Interactive Contact Centre and Visual Queue
Post by: davidcrisp on June 16, 2011, 10:05:35 AM

Si how can you interactively move agents from group to group efectively depending on service specific call voulmes ... (without them having to log out and back in again)

Title: Re: Interactive Contact Centre and Visual Queue
Post by: davidcrisp on June 17, 2011, 04:59:11 AM

Sorry i meant So not Si..

Title: Re: Interactive Contact Centre and Visual Queue
Post by: Kurt on June 17, 2011, 10:05:45 AM

The administrator adds the agents to every group.

Then you can have the ACD supervisor right click on them in the Contact Center Client Interactive Contact Center to mark them either Absent or Present in the said Agent Group they want them to take calls from.  This is a real-time change. 

Title: Re: Interactive Contact Centre and Visual Queue
Post by: davidcrisp on June 28, 2011, 05:47:46 AM

Thanks Kurt.