atcomsystems.ca/forum Forums TDM Business Telephone Systems Inter-Tel Telephones & Systems ACD Agent login question

Hi, we currently have around 70 ACD agents and 40 hunt groups. Currently through an ACD agent extension list all agents are assigned to all hunt groups. They either use the "log in all" function to log into all hunt groups or the "toggle" function to select specific hunt groups to log into.

Call center management wants agents to log into a large number of hunt groups but 'not all'. Periodically through the day they wish the agents to drop out of some hunt groups and log into others - again a fairly large number at a time.

Rather than ask the agent to do many multiple logins repeatedly is there a way to have a "log in all" function but that is limited to a predetermined subset of the hunt groups to which an agent is assigned? Or maybe something along the lines of a 'macro' so that the agent has less keys to press - less mistakes to make?

The only idea we have is to create multiple ACD logins per agent and then assign these logins to different mix of hunt groups.

Thanks for any help or advice!

You are correct you only real option is to assign multiple agent id's per agent that put them in the appropriate groups. You can do some very tricky things with Intelligent Router but you will probably create more problems then you will solve.