Automatic agent logout and login |
If Forced Agent Logout by Clock Time and automatic logout and login of agents are pending, Forced Agent Logout by Clock Time takes precedence over automatic logout and login. However, if an agent presses logout-ovr to cancel the Forced Agent Logout by Clock Time, automatic logout and login is applicable. |
Call Hold |
If the agent has ACD or DAC calls on hold when the forced logout time is reached, the agent is put into a pending logout mode. If the agent has non-ACD calls on hold, the forced logout occurs at the assigned time. |
Call Work Codes or Stroke Counts |
If a forced logout time is reached when the agent is in the process of entering a Call Work Code (CWC) or Stroke Count and the digits message is not sent to reporting adjunct, the message is aborted and the CWC session is closed. Even if the setting of the CWC is forced, the agent is allowed to be logged out during ACW and this log out takes precedence over the CWC entry. An agent on an ACD call remains connected while in pending logout mode and can complete entering and sending the CWC or stroke count. |
Caller Info Display |
When a forced logout occurs, the Callr-Info from collected digits that is displayed on the station is cleared. |
Conference |
A forced logout occurs when an agent is in a conference call unless it is an ACD call that came directly to the agent, or if the agent has an ACD call on hold. If either of the conditions exist, the agent is put into pending logout mode while remaining connected to the conference. |
DAC |
Forced Agent Logout by Clock Time is applicable to an agent handling a Direct Agent Call (DAC) after the DAC is released. |
Forced Logout Override |
Forced Logout Override is initiated when an agent presses the forced logout override button, causing the lamp to light. If the button is on, that is, lamp is lit, the system does not log the agent out when the forced logout time arrives. |
Improved Integration with Proactive Contact |
Do not use the Call Center 4.0 Forced Agent Logout by Clock Timer feature with the Call Center 4.0 Improved Integration with Proactive Contact Outbound Calling capability. The Proactive Contact system places a PC agent in the AUX work mode when the agent is making an outbound PC-imitated call. If the administered time for Forced Agent Logout by Clock Time is reached, the PC agent is logged out immediately. |
Manual-In Mode, Pending ACW, and Timed ACW |
A pending forced agent logout takes precedence. When the ACD call is released, the agent is logged out and not put into the ACW state. |
Multiple Call Handling |
Agents not on an ACD call or with ACD calls on hold are logged out when the administered time for forced logout occurs. If the agent has ACD calls on hold, the agent is put into pending logout mode. The calls remain connected and the agent is not logged out and reported to reporting adjunct until all of the ACD calls are disconnected. |
Multiple Locations Feature |
The forced logout is specified in the local time for the agent station. The local time for the agent is determined using the assigned multiple locations feature location number for time zone offset and Daylight Saving Time (DST) rule. The time zone offset and DST rule assigned to the location number for the agent is applied to the main switch clock time, which also has an assigned DST rule, to determine the current time local to the agent. If the multiple locations feature is not active, the default location 1 is used. In this case, the time zone and DST rule assigned to the main location is used to determine local time. |
Non-ACD call connection |
A forced logout occurs at the assigned time when an agent is connected to any incoming or outgoing destination that is not an established ACD, ACDO, or DAC call. The reporting adjunct sees the agent as logged out and does not record any subsequent actions from the station. No other events are logged even if the agent is in the middle of dialing, being called by an ACD or non-ACD call, on a trunk, hearing an announcement, in vector processing, or queued to an ACD or non-ACD hunt group. |
Pending Logout Mode |
If the agent is still on a call when the forced agent logout time is reached, the agent is put into pending logout mode. The forced logout override button flashes and the agent, a service observer or anyone else connected to the agent in a conference hears a repeating tone. The caller cannot hear this tone. This tone has precedence over any other tones including: Service Observing tones, call-waiting tones, music on hold, or conference tones. When the call is released or disconnects, the forced logout occurs. |
Reason Codes |
A specific logout reason code as defined on the Feature-Related System Parameters screen is sent to the reporting adjuncts and BCMS/VuStats as the reason for the forced logout. |
Supervisor Assist |
A forced logout does not occur if a supervisor is logged in as an agent and assisting an agent with an ACD call that the agent received. The logout does not occur because the forced logout is not directed at the supervisor’s login. |
Transfer |
If an agent is in the process of transferring an ACD call when a forced logout time is reached, the agent is put in pending logout mode. The forced logout occurs when the transfer is completed. If the agent is transferring a non-ACD call when a forced logout time is reached and there are no ACD calls on hold, the forced logout occurs at the assigned time. |
VuStats |
Active VuStat sessions reflect the system-assigned forced agent logout reason code when displaying the statistics for that reason code. |
