sundance-communications.com/forum Forums TDM Business Telephone Systems NEC Telephones & Systems SV9100 ACD MIS Question

Good morning all just a quick question about ACD MIS. Is there a way for a Supervisor to log in/out agents thru the ACD MIS instead of thru the phone. We are up against a Shoretel and it can do it. If so how do you do it. I can't find it in any NTAC literature. Thanks.

I do not believe on the built in ACD that is there. Personally from a purely academic exercise it makes no sense as the whole point of an ACD is to know whether someone is there to accept a call. That means logging in/out ect. Remember, the agent can log in via the UC client. To me, I would go at them is that even really a feature at all? Just my 2 cents.

If they are worried about a agent not logging out when they leave their desk the system will automatically log them out if ring no answer is detected.

The ACDMIS or Call Center as it's called on the 9100 is purely a Que monitor and reporting application. As Dans said set the agent to auto logout (rest) if they don't answer the phone. They will still appear on the que stats..

I know the system will automatically log out the agent. The supervisor wants to log in agents from her desk, change priorities, etc. at will. Apparently she could do that from the previous system she was at.

Well, you might be able to do this with the skills based table. She could log into WebPro and adjust each agents skill tree on the fly. I have NO idea how that would work your best bet is to call NTAC and get an answer.

It can be done through MyCalls Call Center

The UC Suite for the SV9100 now has the agent software integrated into it. There is no longer a standalone agent ACD software package to install. There might be some supervisor features in the Contact Center (no longer called ACD in 9100) portion of the software. If you are an NEC Reseller I would call the NEC Sales Help Desk. If you don't have the number PM me and I will get it to you.

I know the Agent can Log In/Out thru UC Suite but I can't seem to do Supervisor functions. I have Contact Center installed but I can't do it there. Checked with our NEC sales rep and he said it is still done thru the Supervisors phone. That works fine.