ACD Login

[JasonTL]

I have looked through the COS and I am trying to find a way to "Not" log a user out if no answer in an ACD group. I would like for it to auto log back in or not log out at all. What are my options?

[bluewhite4]

On MCD 7.1, its the very first option: ACD Agent Behavior on No Answer

[JasonTL]

Sorry, I should have added before. I am running 6.0 SP1 on this customer. The options in the COS for this has only log out and absent in the drop down. Is it possible to auto log back in?

[bluewhite4]

Sorry, I should have added before. I am running 6.0 SP1 on this customer. The options in the COS for this has only log out and absent in the drop down. Is it possible to auto log back in?

No, that is not an option at all.

[JasonTL]

ok, thanks for the reply. Just checking my options.

[bluewhite4]

No problem.


Just out of curiosity, why would you want that? To me, the only reason an agent wouldn't answer a call is if they walked away from their desk and forgot to either logout, or put themselves in make busy/DND.

If the system kept the agent available after a no answer event, then it could happen again with the next call/s. Which would mess with stats and cause longer wait times for callers.

[JasonTL]

Yes that is an issue. If people forget to log out this solution logs them out, but if they forget to log back in, there is not a good way of doing so. I know you can log them back in with Prairie Fyre I believe, but I was just curious as to other options.

Thanks for the replies.

[Mikeg]

We use specific group alerts with quick second thresholds on logged out telephones. This makes the logged out phones "blip ring" if a call is holding.

This reminds the agent that if they are working they need to login to ACD as calls are holding and they are logged out.

[JasonTL]

That is interesting. How do you have it set up?