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OSSmosis 5 User Guide: Call Center Agent Default Settings
DCT Telecom Group, Inc. | 440.892.0300 | [email protected] | www.4dct.com
Rev. 01.2019
4.
Force agent to unavailable after (x) consecutive bounces
: If the agent bounces a
specified number of calls (a bounced call is one that isn’t answered by an available
agent) while signed in and in an Available state, this will automatically force them into an
Unavailable state. A default “Unavailable – Bounced” code can be created in order to
track which agents go unavailable for this reason.
5.
Force agent to unavailable on not reachable
: If the agent’s handset becomes
unreachable (which means their phone is no longer actively connected to the PBX/ACD)
for any reason while signed into the queue, this will automatically put the agent into an
Unavailable state.
