sundance-communications.com/forum Forums TDM Business Telephone Systems Vodavi Telephones & Systems ACD login limit?

We have a customer with about a dozen ACD agents using IP phones from their homes. They are encountering an issue where one of these guys logs in and stays that way all day in order to scoop up as many sales calls as he can. The customer is asking if there's some way we can set a time limit on how long an agent can be logged in. I can't think of anything. Any ideas?

Ed

If it is ACD it should be distributing calls on who has been idle the longest from the previous ACD call. So if agent "A" is taking 10 minutes on a call and agent "B" is only taking 2 minutes then agent "B" is going to take 5 calls to Agent "A" 1 call.

Yeah, I know that part. They just want to limit the total time that the agent can be logged in, not necessarily the number of calls that he receives. Apparently, this guy grabs as many calls as he can and quickly gets their contact information. He then calls them back at his leisure. That way, he is effectively "Agent B" in your description. Since he stays logged in sometimes as much as 12 hours, he's getting what they consider to be an unfair number of calls using his method.

How about using a school zone and designate that station as a class room phone? Wouldn't the Attendant then be able to stop all his incoming calls?

Make him an alternate to the main ACD group and tell him that until he learns to play fair he does not get to belong in the big boy group

Dave I like that outside the box thinking but I am not sure if that would work or not seems like it would.

Put him in the first group as a lone agent and overflow to a second group with everyone else in it. In addition make the lone agent's wrap up timer as long as possible (999 seconds or 16.65 minutes). This will divert calls to the other group of agents until the piggish agent's wrap up timer expires and will limit said selfish agent to three to four calls an hour.

Derrick I thought about that also but that would effect all agents. Unless you give the other agents a WRAP button so they can bypass it.

I edited my post to fix that problem.

"seems like it would" That's the rub. The attendant could "all call forward" the phone but how it would behave with ACD is the question.

Then there is the issue of a timer that Ed raised. Only FP4 has a school schedule timer and it is only based on the time of day. A timer that kicks an agent out of ACD would run counter to ACD. ACD is designed to connect a caller to an agent and stay there until that call is satisfied. What? This agent takes numbers and calls back? Does he think he has a cheap key system? He is defeating the ACD that his employer has paid for! :nono:

Management is being derelict and is making Ed and the equipment to be the fall guy.

I agree with that. The agent should take a call and finish it, not take a number and call back after pizza and beer. I guess he doesn't want to miss curling on the TV.

I think what this company needs is some management software to monitor these people.