ACD contact center features
220 Communication Manager Guide to ACD Call Centers
Administering permissions for users to remotely logout agents
The Remote Logout of Agent feature can only be used if user permissions are
administered appropriately for the person who is attempting to use the feature. The
communication server administrator must ensure that the appropriate users have
permissions administered so that they can use this feature.
Prior to setting up the user’s Login ID, the communication server Administrator) needs to
administer a COR and the FAC for the Remote Logout of Agent feature.
The following table summarizes the fields where the permissions are set for each type of
Remote Logout of Agent user.
To enable the user to use the Remote Logout of Agent feature, the communication server
Administrator ensures that the following permissions for are set correctly:
●
COR is set to a COR that has the feature enabled
●
For local users, the station set is assigned to a COS that has console permissions
●
If tenant partitioning is used (more than one is assigned for the system), the person who
is logging out agents must be in the same tenant partition as the agent being logged out.
Logging out an Agent (locally, within the communication server)
If an agent has left his station without logging out of the communication server, then ACD
calls can still be sent to the station but they do not get serviced and BCMS/CMS/ASAI may
continue to track activity to the station.
Prior to Release 9, the agent could only be logged out at the physical station where he was
logged in, or from the communication server room using the PBX to busy-out the station.
This feature allows the supervisor (or a fellow agent with permissions) to log out an agent
who has left his station without being physically present at the agent’s station.
To do this, enter the FAC that was established to activate this feature followed by the
agent’s loginID or physical station extension (physical extension only in non-EAS).
Logging out an Agent (remotely using VDN)
Many contact centers are geologically dispersed, but the reporting and tracking of agent
activity takes place from one main location. Or, agents can log into the system remotely
and take calls using the Home Agent capability.
Setting permissions for Remote Logout of Agent users
User type
COS form
COR form
TN form
Local station
station
extension
extension
EAS agent logged in
station
loginID
loginID
Remote (using VDN
NA
VDN
VDN
