atcomsystems.ca/forum Forums TDM Business Telephone Systems Inter-Tel Telephones & Systems Automated log out of agents in queue

Is it possible to automate a log out of agents in a queue? For example, at 7 pm, log out all agents in queue 1000. We have agents who don't feel the need to log out, which skews reporting results on activity reports.

AFAIK, this can only be done through 3rd party System OAI control, which is an API that can be used for monitoring and control of the KSU.

Specifically the SET AGENT STATE – _SA command can do it.

NB: This is a license option, that you have if you already do things like Oaisys, or you may not and you'd have to relicense that from Mitel, as well as writing software to talk correctly and call the correct API sequences.

I had this with Xarios. They just got too expensive. It was a nice feature though. Automated log out at midnight.

We do this successfully with one client who has lazy agents but has managers that want accurate reports Solution was to setup log-out rules in Intelligent Router (part of Mitel call center software). Logs all the agents out of all hunt groups at 5:30p daily, M-F. Works like a charm but, yeah, its more bucks than just sending an OAI command. Still, might be cheaper than having someone write 'one-off' OAI software to accomplish the above task.