ACD contact center features
222 Communication Manager Guide to ACD Call Centers
Considerations
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The Call Center Release field on the System-Parameters Customer-Options form must
be set to 9.1 or higher in order for Remote Logout of Agent to work.
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The Remote Logout of Agent Access Code is set on the Feature-Access-Code form.
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The user who performs the remote logout must have the appropriate Class of
Restriction and Class of Service assigned to his/her station set.
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If a remote logout is attempted for an agent who is on an ACD call or who is not logged
in, the logout fails.
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An activation VDN can be created to use for remotely logging out an agent. The
activation VDN can then be used to log agents out from a remote location. To
accomplish this, the incoming destination should be assigned the activation VDN. The
VDN must have the appropriate COR and TN (if Tenant Partitioning is used) assigned.
Interactions
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Tenant Partitioning – If Tenant Partitioning is used, the user who or VDN that performs
the remote logout must be in the same tenant partition as the agent who is being logged
out.
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Auto-Available Split/Skill – If an agent login ID is assigned to an Auto-Available split/skill,
then the Remote Logout of Agent feature cannot be used to log the agent out. RONA
can be used to automatically logout a port that is not answering calls.
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AUDIX – If an agent is a member of an AUDIX hunt-group and has no other splits/skills
assigned to the agent login ID, then the Remote Logout of Agent feature will not
successfully log out the agent, even though the user attempting the logout hears a
confirmation tone.
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non-ACD hunt groups – If an agent is a member of ACD splits/skills and is using a
physical extension that is a member of a non-ACD hunt group, then use of the Remote
Logout of Agent feature will log the agent out of the splits/skills but allow the agent to
continue receiving non-ACD calls.
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Timed ACW – If an agent answers a an ACD call for a hunt group with Timed After Call
Work administered and then hangs up the call, the Remote Logout of Agent feature can
be used to log out the agent during the ACW time.
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Service Observing – An agent can be logged out using the Remote Logout of Agent
feature while being service observed.
