| Hi Pongnut: we had a request from a customer to remove the NRD key from agent phones once. Unsure of what the outcome would be and at customer's insistence, we agreed to proceed and removed it from a few agents phones on a trial basis.
The result was that the agent got logged out after every ACD call and had to log in again.
Before you spend a lot of time changing your ACD's and call presentation classes, perhaps run a trial with 1 agent phone and monitor it's behavior. Remember that Symposium / CC6 overrides control over the ACD-DN config.
On the ACD side you can check a feature "ACAA", although I agree with Oz: doubt this or any thing else will circumvent your "Break Time". This feature would only be useful to you if your requirement to remove the NRD key is because the agents go in to Not Ready status in order to make or receive DN calls.
Be sure to follow the correct procedure when making changes to acquired agent phones, de-acquire etc.
If the issue here is work avoidance, the agent performance reports nicely list which agent bounces calls back to queue by pressing the NRD key, or leaves calls to time out.
I will be keen to find out if you have the same outcome on the phone set if the NRD key is removed. |