ozzie

2 things here:

1: I believe that you would have to wait as if there is no NRD, there is no way to beat the timer

2: You will have to chech the default ACD programming (LD 23). If you have RTQ set, and NRD is the option (and not MSB) then the set will be in NRD til the agent logs out then logs back in.

Looking at the above..... seems to be a bad idea.

Oz

Kalahary-Harry

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.

pongnut

Seems like a bad idea to us too but this is something that our new contact center management (of course they didn't come from a Nortel shop) wants to adopt. We are on a Option 81c and CCM 6.0.

Kalahary-Harry

If I was in your shoes I would run the test with a cautionary note attached to it. If you can overcome the problem of agent phones getting logged out after every ACD call, you should have half your problems solved. The other half as Oz said will be the break timers: what if theoretically all agents complete an ACD call almost simultaneously, say within a 30 second window: that would mean that for another 90 seconds no one can take any calls.
Ultimately, the way I see it, a call center only perfomes as well as it's people work, no matter how much technology you throw at it. If you can't manage your people (and I don't mean YOU you.. just in general), then go and automate the whole process with an intellegent IVR solution, such as Intelleca's Voice Genie. It does not require Not Ready time, and callers never know the difference..