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UCM calls coming to agents phone when changing status

red73mustang
Level 1
Level 1

I have an agent that is getting live customer calls from the Hotline queue before he is able to change his staus to "not ready".  I.E. he finishes a call and another one comes to his extension before he can go to Not ready mode.

Should I try to re install his agent (Build 6.4.2.12) ?

5 Replies 5

Clifford McGlamry
Spotlight
Spotlight

Sounds like your customer has the system set up to immediately put the agent ready at the end of the call.  My experience is that small call centers often are trying to get calls to agents as fast as they can, and end up setting up things like this.  Ultimately, they find (as you're seeing) that these approaches usually aren't a good idea.

Your first to do would be to probably reset this so that the agent is not ready at the end of a call.

You can also set the agent for automatic work to give them wrap up time at the end of a call before becoming automatically available again.  The agent can go ready faster, but the system won't automatically put them available before that period expires.

Wrap up time is set to 300 seconds,  Could a phone re boot fix this?

Do you have automatic work enabled on the queue?  Also, did you enable automatic work on the agents?

Not sure, where would I chaeck this?

rpchapman
Level 1
Level 1

I am sure you have fixed by now, but I just wanted to say that all that need happen is the Agent makes themself Not Ready while still talking to the Caller so on completion of the call they are immediately Not Ready and so no other call will "sneak through"