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| Contact Center Symposium and ACD Nortel's Symposium Call Center Server, including Web Client, Symposium Agent and TAPI, also ACD, Meridian Max, CCR, IVR Application Discussion and Support here. |
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 05-02-2007, 12:21 PM | #1 (permalink) |
| Junior Member | logout Bug Dears: we have SCCS 5.0 , if the agent have a current personnal external call on her private DN (not on ACDDN) and press the MSB key the name of the agent disappear from the real time display and the current call still active ,and when we generate the DN performence report it appear in the External call duration field only the duration between originating the external call and pressing the MSB key . so how we can terminate the external private call when the agent logout ,or let the system show the real duration of the call??????  |
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| 05-02-2007, 10:06 PM | #2 (permalink) |
| Junior Member  | MSB key is for logging out and Goodbye key for ending the call. The agent pressed the MSB so he logged out. He should disappear from the RTD. He did not pressed Goodbye key so the call is still active. Since the agent is already logged out, the DN call duration is only up to the logging out (not up to the actual end of the call). The agent should use the Goodbye key instead of MSB to end the call. Use MSB to logout afterwards. |
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| 05-08-2007, 07:53 AM | #3 (permalink) |
| Senior Member  | Basically, you can't stop the agent from pushing that button. If you press MSB only once then all calls to that phone (ACD or private) are blocked. If you press the MSB a second time the agent is fully logged off of the system. The only way to control this is through close supervision of the agents. When you see them drop off of the RTD screen, go and physically look at them. If they are still on the phone then you know that they are abusing the system. Try to OBV the call, maybe. Actually counsel the employee not to do it again. Symposium won't fix this for you. You have to take action face to face with the employee. rlc __________________ No matter where you go, there is the Ladies Love Marty Fan Club.  |
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