Non acd busy

Non acd busy DEFAULT

The Top Five Reports in Detail

Report Field

Description

Login date/time

the date and time the agent logged into the system

Logout date/time

the date and time at which the agent either last logged out of the system or last performed an event (for example, went into Make Busy)

Total shift time (hh:mm:ss)

the total elapsed time logged for the agent/agent group (total shift time is ACD activity + make busy)

Idle time (hh:mm:ss)

the total duration the agent is logged on and available to receive calls

Average ringing time (hh:mm:ss)

the average duration calls rang on the agent's extension before the agent answered the calls

ACD calls handled

the total number of ACD calls the agent answered

ACD short handle call count

the total number of ACD calls answered where talk time is less than the Short handle parameter

ACD true talk time (hh:mm:ss)

the total duration of ACD calls, from agent pick up to client hang up (excluding hold time)

Average ACD true talk time (hh:mm:ss)

the average duration of ACD calls, from agent pick up to client hang up (excluding hold time)

True ACD calls per hour

the total ACD call count minus the ACD short handle call count, divided by the shift time for this agent

Wrap up time (hh:mm:ss)

the duration the agent spent in the wrap up state. Wrap up time does not include any time spent making or taking calls during the wrap up timer

Average wrap up time (hh:mm:ss)

the average duration the agent spent in the wrap up state. Wrap up time does not include any time spent making or taking calls during the wrap up timer

Non ACD true talk time (hh:mm:ss)

the total duration of non-ACD calls (excluding hold time)

Non ACD calls handled

the total number of non-ACD calls answered

Originated outbound time (hh:mm:ss)

the total duration of outbound calls. - NOTE: In Event reports, Outbound statistics do not include unanswered calls

Calls outbound

the total number of outbound calls. - NOTE: In Event reports, Outbound statistics do not include unanswered calls

Total hold time (hh:mm:ss)

the total hold duration across all call types (ACD, non ACD, and outbound calls)

Average hold time (hh:mm:ss)

the average hold time across all call types (ACD, non ACD, and outbound calls) (Total hold time / Total hold count)

Total hold count

the total hold count across all call types (ACD, non ACD, and outbound calls)

Total Make Busy time (hh:mm:ss)

the total duration the agent spent in the voice Make Busy state, controlled by the agent or the supervisor

Average Make Busy time (hh:mm:ss)

the average duration the agent spent in the voice Make Busy state, controlled by the agent or the supervisor

Make Busy count

the total number of times the agent entered the voice Make Busy state

Total DND time (hh:mm:ss)

the total duration the agent spent in the voice Do Not Disturb state, controlled by the agent or the supervisor

Average DND time (hh:mm:ss)

the average duration the agent spent in the voice Do Not Disturb state, controlled by the agent or the supervisor

DND count

the total number of times the agent entered the voice Do Not Disturb state

Requeue count

the number of times a call was offered to an agent, was not answered, and was subsequently offered back to the queue

Extension number

the extension number used

Totals

the total of each of the columns

Sours: https://help.univoip.com/enterprise/the-top-five-reports-in-detail-84477427.html

ACD Agent Telephone Feature Operations

This section gives details of the following features and telephone operation where applicable.

Logging In and Out

When agents log in, they are added to all groups they are members of. If a group is not available because there is no logged-in agent, the group becomes available as soon as an agent logs in. When agents log out, they are removed from all groups they are members of. To prevent groups from becoming unavailable, an agent who is the only logged-in member of a group cannot log out if there are calls queued against the group.

When an agent is logged on a set, the agent must log out before another agent can log in. (Logover is not permitted).

Hot Desk ACD Agents and ACD Express Agents

The procedure that Hot Desk ACD agents use to log into a Hot Desk-enabled set is the same one used by Hot Desk users. See Hot Desk Login.

The procedure that Hot Desk ACD agents use to log into an ACD-enabled set is similar to the one used by traditional ACD agents. The difference is that Hot Desk ACD agents are prompted for a User PIN as if they were logging into a Hot Desk-enabled set. See Traditional ACD Agents below.

The procedure used by an ACD agent to log out of either a Hot Desk- or ACD-enabled set is the same as the one that  traditional ACD agents use. See Hot Desk Logout.

Traditional ACD Agents

TraditionalACD agents can only log in at ACD enabled sets. Traditional ACD agents require an Agent ID to log in. The following procedures describe traditional ACD agent log in.

5010 IP Phone, 5207 IP Phone, 5212 Phone, 5215 IP Phone, 5215 IP Phone (Dual Mode), and 5312 IP Phone:

To log in as a traditional ACD agent

  1. Lift the handset.

  2. Dial the Agent Login feature access code.

  3. Dial your agent ID number.

  4. Press #.

To log out

  • Dial the Agent Logout feature access code.

5020 IP Phone, 5220 IP Phone and 5220 IP Phone (Dual Mode), 5224 IP Phone, 5324 IP Phone, and Navigator:

To log in as a traditional agent:

  1. Press SuperKey. "Agent Login?" is displayed.

  2. Press Yes.

  3. Dial your Agent ID number and press Enter.

To log out:

  1. Press SuperKey.

  2. Press No until AGENT LOGOUT? appears in the display.

  3. Press Yes.  You are now logged out. For traditional ACD agents, LOGGED OUT appears on the display for a few seconds after you end the call.

5320 IP Phone, 5330 IP Phone, 5340 IP Phone, and 5360 IP Phone:

  • Note: You will need to program a SuperKey feature key on your set. See Feature Keys for instructions.

To log in as a traditional agent:

  1. Press SuperKey. "Agent Login?" is displayed.

  2. Press Yes.

  3. Dial your Agent ID number and press Enter.

To log out:

  1. Press SuperKey.

  2. Press No until LOGOUT? appears in the display.

  3. Press Agent Logout.  You are now logged out. LOGGED OUT appears on the display for a few seconds after you end the call.

Symbol NetVision Phone:

To log in or log out as a traditional ACD agent:

  1. Press FCT.

  2. Press # until SuperKey appears.

  3. Press SND.

  4. Press FCT until Agent Login? appears
    OR
    Press FCT until Agent Logout? appears

  5. Dial the agent ID number.

  6. Press SND.

Symbol MiNET Wireless Phone:

To log in as a traditional agent:

  1. Press FCT.

  2. Press down arrow key until SuperKey appears.

  3. Press the Send Key.

  4. Press Top Right Hand Key until Agent Login? appears.

  5. Dial the agent ID number.

  6. Press the Send Key.

To log out:

  1. Press FCT.

  2. Press down arrow key until SuperKey appears.

  3. Press the Send Key.

  4. Press Top Right Hand Key until Agent Logout? appears.

  5. Press the Send Key.

Calling an Agent

All telephones

To call an agent:

  • Dial the agent's ID number.

Make Busy

The Make Busy feature ensures an ACD extension does not receive ACD calls when the agent is unavailable. The ACD extension remains in the Make Busy state until an agent deactivates it.

Mitel telephones:

To put a set in Make Busy state:

  • Press Make Busy feature key

To remove Make Busy state from a set:

  • Press Make Busy feature key

  • Note: If you set has a Superkey, you can also enable or disable Make Busy through the Superkey menu.

Symbol Wireless Phones:

To put wireless phone in Make Busy

  • Press Left Hand softkey until Make Busy? appears

  • Press On
    - The phone displays Make Busy on the screen.
    Note: The phone must be programmed as an ACD endpoint and the user must be logged in as an ACD agent before Make Busy is displayed.  

To remove the Make Busy state:

  • Press Left Hand softkey (off)

To exit the Make Busy feature:

  • Press END for Symbol NetVision Phone.

  • Press End Key for Symbol MiNET Wireless Phone.

Make Busy on Login

This feature places an agent in Make Busy state when the agent logs into the system. It gives agents time to prepare before they begin to answer calls. If reason codes are enabled in the agent's class of service, the system automatically applies an "ACD Make Busy Reason Code" to the "Make Busy on Login" state.

Programming

  • In the Class of Service for the agent, enable the "ACD Make Busy on Login" option. This option is set to "No" by default.

  • In the ACD Agent IDs form assign the COS to the agent.

  • In the System Options form, set the "ACD Make Busy on Login Reason Code" to the desired code. This code is set to 0 by default.

Conditions

  • Ensure that you have programmed a Make Busy key on each ACD set.

Operation

When an agent logs into an ACD set, the set is automatically placed in Make Busy state. The button number field of the ACD Real Time Event records displays the "ACD Make Busy on Login Reason" code. The agent must press the Make Busy key to exit Make Busy state and to start answering ACD calls.

ACD Make Busy Reason Codes

ACD agents must enter a reason code when they place their telephones into Make Busy state. The code is displayed in the button number field of ACD Real Time Event records. As the agent presses the Make Busy softkey or FAC, the telephone displays "Enter Code". Codes only require one key press and can be any number from "0" (default) to "11" ("*" is output as "10" and "#" is output as "11"). After a code is entered, the telephone returns to an idle display with the addition of "Make Busy". Interpretation of reason codes are managed by individual call centers; call control and the ACD package do not have any means of identifying the meaning of different reason codes.

Conditions

  • RTE and HCI events are generated as soon as Make Busy is activated. Another event is activated when the code or time out is received.

  • If an agent fails to enter a reason code within a few seconds, the telephone enters Make Busy state and a default reason of "0" is entered in the Real Time Events record.

Programming

  • In the Systems Options form, set the "ACD Make Busy Walk Away Codes" (Yes/No) option to "Yes".

Operation

To put an ACD set into a Make Busy state and enter a reason code:

  1. Press the Make Busy softkey or feature access code.
    The set displays "Enter Code".

  2. Enter a reason code using the numbers on the keypad.
    The display returns to idle state and may display "Make Busy".

Work Timer

The work timer is a programmable time period that provides a 'wrap up' time following an ACD call. The work timer places the agent in a temporary make busy state. The work timer is automatic to the agent but can be cancelled before the timer expires.

To cancel the work timer:

5140 and 5240 IP Phones

  1. Press ACD.

  2. Press Cancel Timer.

5330 and 5340 IP Phones

All other display sets (including the sets above):

Threshold Alerting

The threshold alert feature triggers an alert based on the longest call waiting queued to an ACD group. This feature alerts agents and supervisors that a predefined threshold has been exceeded.

Threshold alerting provides a visual indication of the longest call waiting in the queue of an ACD group. The LCD on ACD telephone sets flashes at a different rate when the threshold limit is exceeded. The audible sound, a "blip", can also be set to alert an agent when the threshold period is exceeded. There can be a delay of up to 15 seconds before the threshold alert feature triggers a visual or audible notification depending on the amount of call traffic (more traffic results in a longer delay)

The threshold times are based on group programming in the ACD Agent Skill Groups form. The first and second status threshold specifies the time for calls queued against the agent skill group.

Displaying Queue Status

A queue status key on ACD telephones provides the following information about an ACD group:

  • group name

  • the number of active agents in the group

  • the number of calls waiting in the group queue

  • the length of time the longest call has been waiting in the group queue.

The two types of queue status key are: Specific Group Alert, and Generic Group Alert.

Specific Group Alert key

A Specific Group Alert key normally appears only on a supervisor's telephone. Each Specific Group Alert key allows the supervisor to obtain queue status information for a specific agent skill group. A supervisor's telephone may have several Specific Group Alert keys.

Generic Group Alert key

A Generic Group Threshold Alert key allows an ACD agent to display the queue status key of the agent skill group that the agent is logged in to.

If an agent is a member of more than one group, the Generic Group Threshold Alert key is not available on the agent's telephone.

Silent Monitor

Silent Monitor is commonly used by ACD supervisors to listen to agent calls. It can also be used to monitor non-ACD sets, including ONS, SIP, and external hot desk user sets. The agent and caller do not hear the supervisor; however, the agent's telephone display may indicate that a call is being monitored.

  • Notes:

  • If Silent Monitor is activated for an agent skill group and an agent in the group also appears in other groups, the supervisor hears all calls the agent answers. The supervisor's telephone does not indicate whether the agent has answered a call for another group.

  • The Silent Monitor feature contained in the 3300 ICP ACD 2000 product may violate provincial, state, or federal statutes including without limitation criminal, or privacy legislation. VAR, and customer are hereby warned to check local laws to ensure that use of this feature does not contravene any such statutes.

  • Silent monitoring is not supported on MSDN networks.

  • Silent Monitor is not permitted on a non-prime line.

Monitoring Individual ACD Agents or Non-ACD Sets

SUPERSET 420, SUPERSET 4025, SUPERSET 4125, SUPERSET 4015 telephones, 5010 IP Phone, 5207 IP Phone, 5212 IP Phone, 5215 IP Phone,  5215 IP Phone (Dual Mode), 5020 IP Phone, 5220 IP Phone, 5224 IP Phone, 5312 IP Phone, 5320 IP Phone, 5324 IP Phone, 5330 IP Phone, 5340 IP Phone, 5360 IP Phone, Navigator, and 5230 IP Phone, and Symbol Wireless Phones

To use silent monitor on an individual ACD agent:

  1. Lift the handset.

  2. Dial the Silent Monitor feature access code followed by agent's ID or extension number or the directory number of the non-ACD set.

SUPERSET 430 Telephones, SUPERSET 4150 Telephones, 5235 IP Phone

To use silent monitor on an individual agent:

  1. Press ACD.

  2. Press Monitor.

  3. Dial the agent's directory number or the directory number of the non-ACD set.

  4. Press Enter.

Monitoring ACD Groups

SUPERSET 420, SUPERSET 4025, SUPERSET 4125, SUPERSET 4015 telephones, 5010 IP Phone, 5207 IP Phone, 5212 IP Phone, 5215 IP Phone,  5215 IP Phone (Dual Mode), 5020 IP Phone, 5220 IP Phone, 5224 IP Phone, 5312 IP Phone, 5320 IP Phone, 5324 IP Phone, 5330 IP Phone, 5340 IP Phone, 5360 IP Phone, Navigator, and 5230 IP Phone, and Symbol Wireless Phones:

To use silent monitor on an agent skill group:

  1. Lift the handset.

  2. Dial the Silent Monitor feature access code followed by the group directory number.

To use silent monitor on the next agent busy on a call:

SUPERSET 430 Telephones, SUPERSET 4150 Telephones, 5235 IP Phone

To use silent monitor on an agent skill group:

  1. Press ACD.

  2. Press Monitor.

  3. Dial the group directory number.

  4. Press Enter.

To monitor the next agent busy on a call:

Requesting Help

See also Silent Monitor. An agent can request help from a supervisor.

To request help from a supervisor:

  1. Press Superkey.

  2. Press No until the Request Help? appears in the display

  3. Press Yes.

  4. Enter the supervisor's Agent ID or extension number.

  5. Press Enter.

  6. Note: Silent Monitoring Agent Help is not supported on the SUPERSET 4015 phone, or the 5010, 5212, 5215, and 5312 IP Phones. However, Silent Monitoring Agent Help is supported on these phones if Contact Center Phone Set Manager is used with them.

  7. Note: This feature is NOT supported over MSDN/DPNSS. The supervisor must be on the same switch as the agent who is requesting the help.

Sours: http://66.193.145.5/uwi/help/En/sysadmin/acd2000/acd2000_feature_operations.html
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Using Not Ready

Use the

Not Ready

while completing post-call work.

Note: If you don't activate

continue to be directed to your phone.

To use Not Ready:

NotReady

2260

or

NotReady

Placing or answering non-ACD calls

Use this feature to place and receive calls on your individual line.

To place a call:

2498

feature to take your IP Phone out of the call queue

Make Set Busy

1. Press the

log out of the system.

Note: The NotReady LCD remains lit as

long as the feature is active.

2. To return to the queue, choose one of

the following:

— Press the

— Press the

1. Press your individual DN key.

2. Use the dialpad to dial the phone

number.

Note: The LCD remains lit as long as

you are on the call.

Agent features

or

Not

Ready, callers will

NotReady

key to temporarily

In-Calls

key

NotReady

key.

31

Sours: https://www.manualslib.com/manual/113023/Nortel-1165e.html?page=31
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status

An agent’s status indicates the current work mode of the agent, such as On Queue or Offline. 

  • On Queue: The agent is On Queue but is not currently on an interaction with a customer.
  • Interacting: The agent is On Queue handling an interaction with a customer or completing after-call work for an interaction. Genesys Cloud can still route them another interaction, depending on how administrators have configuredagent utilization.
  • Not Responding: The agent was On Queue or Interacting and did not answer an offered interaction. The agent could still be handling and completing other previous interactions. While Not Responding, the agent does not receive new interactions.
  • Communicating: The agent is on a non-ACD call, and, in relation to agent utilization and call routing, Genesys Cloud treats the non-ACD call like an ACD call. For example, administrators could configure agent utilization so Genesys Cloud does not route new interactions to agents while they on an ACD or non-ACD call. This status only appears if administrators have selected “Include non-ACD conversations” when they configured agent utilization.
  • Available, Busy, Away, Break, Meal, Meeting, Training, or Out of Office: The agent is not On Queue and has chosen the user status.
  • Idle (Away): The agent is logged on to the desktop application with the screen saver on or screen locked. In other areas where user status displays, such as a profile page, this status shows as Away.
  • Offline: The agent is logged off Genesys Cloud.
Sours: https://help.mypurecloud.com/glossary/agent-status/

Acd busy non

Cisco UCCE PCCE Reason Codes

September 14, 2020 in Cisco Reporting

Cisco UCCE PCCE Reason Codes

Cisco Unified Contact Center Enterprise (UCCE) and Packaged Contact Center Enterprise (PCCE) offer reason codes for the agents in various states and events. There are two types of reason codes; predefined system reason codes and administrator-configured reason codes.


Reason CodeStateEventEvent Description
32767Not ReadyCall Not AnsweredAgent state changed because the agent did not answer the call.
32762Ready - Not ReadyOffhook When the agent goes off the hook to place a call. If the agent remembers to do this task the corresponding agent-triggered reason code is displayed. If the agent does not remember to do this task, the system issues this reason code.
When the agent is in Ready state and a call is placed from the ACD (Automatic Call Distribution) line, the system issues this reason code.
50001LogoutSystem DisconnectThe CTI OS client disconnected, logging the agent out.
Reason CodeStateEventEvent Description
50002LogoutSystem FailureA CTI OS component disconnected, causing the agent to be logged out or set to the Not Ready state. This could be due to closing the agent desktop application, heart beat time out, or a CTI OS Server failure.
50002Not ReadyConnection FailureThe system issues this reason code when the agent is forcibly logged out in certain cases.
50003LogoutDevice ErrorAgent was logged out because the Unified CM reported the device out of service.
Reason CodeStateEventEvent Description
50004LogoutInactivity TimeoutAgent was logged out due to agent inactivity as configured in agent desk settings.
50005Not ReadyNon ACD BusyFor a Unified CCE agent deployment, where the Agent Phone Line Control is enabled in the peripheral and the Non ACD Line Impact is configured to impact agent state, the agent is set to Not Ready while talking on a call on the Non ACD line with this reason code.
50010Not ReadyCall OverlapAgent was set to Not Ready state because the agent was routed two consecutive calls that did not arrive.
Reason CodeStateEventEvent Description
50020LogoutQueue ChangeAgent was logged out when the agent's skill group dynamically changed on the Administration & Data Server.
50030LogoutDevice Conflict If an agent is logged in to a dynamic device target that is using the same dialed number (DN) as the PG static device target, the agent is logged out.
50040LogoutMobile Agent Call FailMobile agent was logged out because the call failed.
Reason CodeStateEventEvent Description
50041Not ReadyMobile Call Not AnsweredMobile agent state changed to Not Ready because the call fails when the mobile agent's phone line rings busy.
50042LogoutMobile Agent DisconnectMobile agent was logged out because the phone line disconnected while using nailed connection mode.
65535Not ReadySystem ReinitializedAgent reinitialized (used if peripheral restarts).
Reason CodeStateEventEvent Description
65533Not ReadyExtension ModifiedPG reset the agent, normally due to a PG failure.
20001Not ReadyStarting Force LogoutPlaces the agent in the Not Ready state first before forcefully logging them off.
20002LogoutForce LogoutForces the logout request; for example, when Agent A attempts to log in to Cisco Agent Desktop and Agent B is already logged in under that agent ID, Agent A is asked whether or not to force the login. If Agent A answers yes, Agent B is logged out and Agent A is logged in. Reports then show that Agent B logged out at a certain time with a reason code of 20002 (Agent B was forcibly logged out).
Reason CodeStateEventEvent Description
20003Not ReadyAgent Logout RequestIf not already in the Logout state, request is made to place agent in the Not Ready state. Then logout request is made to log agent out.
999Not ReadySupervisor Initiated The system issues this reason code when the agent’s state is forcibly changed to Not Ready by the Supervisor.
999LogoutSupervisor InitiatedThe system issues this reason code when the agent’s state is forcibly changed to Logout by the Supervisor.
255LogoutConnection FailureThe system issues this reason code when the agent is forcibly logged out when there is a connection failure between the Cisco Finesse Desktop and the Cisco Finesse Server.

Comstice is a technology partner with Cisco, Avaya and Amazon Connect. You can get more information about Contact Center Mobility solutions from here.



Sours: https://comstice.com/blog/post/cisco-ucce-pcce-reason-codes
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ACD Agent issue

ACD Agent issue

AH64Armament(Vendor)

(OP)

MiVB 8.x
I recently changed all of a site's ACD agents from Traditional to Hot-Desk in preparation for them to change up to 69xx phones in the future.
I then copied their primary desk-phone's buttons over to the Hot-Desk Agent buttons.

Their ACD agent ID's is exactly the same DN's as they were previously. With Traditional, their Desk Phone extension remained the same and a user was able to receive a call directly to the extension. That didn't mess with their ACD calls as the system viewed them as BUSY.

They requested that I add a Multi-Call of their desk-phone extension and MWI to the ACD agent.
The issue here is that due to other buttons they have on page 1 of their displays, these multi-call and MWI buttons were placed on page 3.

Now, if they take a direct phone call - internal or DID external - the system apparently isn't seeing that they are busy to the ACD Queue and will present a call to their agent. They either ignore it or don't notice it ringing. When they finish with the non-ACD call, the system will log them out and the call that was presented to them has been re-queued.

I have looked through the COS and system options and I am not seeing anything that would prevent the system from sending that ACD call to their Agent ID.

I figured I'd ask here before opening a ticket with support.

Red Flag Submitted

Thank you for helping keep Tek-Tips Forums free from inappropriate posts.
The Tek-Tips staff will check this out and take appropriate action.

Sours: https://www.tek-tips.com/viewthread.cfm?qid=1809481

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