10-05-2009 05:59 AM - edited 03-14-2019 04:40 AM
Dears,
We have ICM 7.2.7, we have an issue with CTIOS client, if the agent close the CTIOS client without logging off, the CTIOS server will change agent status to reserved mode while the agent phone still receiving calls, so we getting abandoned ring report issue
The problem that the agents know that which lead to bad issue, so they close the CTIOS client and if they want to relogin again they closes the phone itself to successfully login again
Please advice ASAP
Regards,
Mohamed
10-05-2009 07:24 AM
It's much easier to train and use reporting to address these kind of issues than to try and use technology to solve all problems.
Are these agents exiting incorrectly out of the desktop on purpose?
david
10-05-2009 08:35 AM
No, they closing CTIOS client just to avoid receiving calls and we got many issues with their managers as they state that the problem with the system
And they confirm that the system should logged the agents out if the agents close the CTIOS
So is there any help to force the agents to logout if they close the CTIOS?
Also how to get it from reports?
Please advice,
10-05-2009 09:18 AM
In the CTIOS server look for the registry entry forceLogoutOnSessionClose and set it to 1.
Look at your WebView or CUIS report and look for agent's who have had RONAs... this assumes the call hits their phone and they don't answer and the call goes back into the queue. Also, you can look at the answer time for agents anything longer than 12 seconds is a problem as that's 3 rings before they answer the call.
Does this make sense?
david
10-05-2009 10:33 AM
Assuming there is RONA. I hate it.
RONA promotes bad habits among agents. Set the phone to auto-answer so that if they are ready and the Router sends them a call, the call is auto-answered.
Regards,
Geoff
10-05-2009 11:57 AM
Hi Geoff,
Thanks so much for your concern, I set the auto answer in ICM, this is not the case
The case that agents too bad, may be they leave their locations and we got case from the call centre that the customer call and get silent
You cannot imagine the behaviour of the agents
That is why we cancelled the auto answer
Regards,
Mohamed
10-05-2009 12:02 PM
David,
It is so great, let me test it and get back to you soon
Thanks for your concern,
Mohamed
10-05-2009 01:40 PM
mohamed-gheta writes:
>>The case that agents too bad, may be they leave their locations and we got case from the call centre that the customer call and get silent
>>You cannot imagine the behaviour of the agents
I guess I cannot.
Pay them by the number of calls they answer not by the number of hours they have their bum on the seat - that should fix it.
Regards,
Geoff
10-06-2009 02:26 AM
Dear David,
Actually I changed the CTIOS server registry as per your recommendation and I didn't get any change to this case
So you have more suggestion,
Best Regards,
Mohamed
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