Forced Agent Logout/AUX Work by Location/Skill

Last Updated : Aug 27, 2019 |

Use Forced Agent Logout/AUX Work by Location/Skill to force all agents in a location or skill to log out of the system or enter the AUX work mode.

Note:

The feature does not apply to Auto-Available Splits/Skills (AAS).

Forcing agents to log out of the system or enter the AUX work mode is a two-step process that a supervisor can perform directly from a phone by entering a Feature Access Code (FAC) or a Vector Directory Number (VDN):

  1. A supervisor, using an administered station, enters the administered FAC to perform one of the following tasks:

    Feature Access Code (FAC)

    Action

    Forced Agent Logout by Location

    Logs out all the staffed agents in a particular location.

    Forced Agent AUX Work by Location

    Puts all the agents in a location in the AUX work mode.

    Forced Agent Logout by Skill

    Logs out all the agents who are logged in to a particular skill.

    Forced Agent AUX Work by Skill

    Puts all the agents in a skill in the AUX work mode.

    When the supervisor enters the FAC for Forced Agent AUX Work by Location, the system validates the location number. The location digit string is not validated against the list of administered location numbers.

  2. After entering one of the FACs on a phone, the supervisor hears another dial tone. The supervisor then enters the location or skill number of the agents to log out or to put the agent in the AUX work mode. For example, if the FAC for Forced Agent Logout by Location is *46, and the location is 9, the supervisor dials *46, waits for a second dial tone, then dials 9#. The supervisor hears a confirmation tone.

To access an FAC that performs Force Agent Logout/AUX Work by Location/Skill:

  1. Create a vector that contains a route-to number vector step. The vector step references the relevant FAC. The vector can also contain, for example, vector steps to prompt the supervisor for a password, and steps to prompt for and collect the location or skill number.

  2. Create a VDN that references the administered vector.

  3. The supervisor calls the VDN.

When the forced logout operation occurs, if an agent is on an ACD or DAC call, or has ACD/DAC calls on hold, the agent hears the forced logout tone and is put in the Pending Logout mode until the agent releases all calls. However, if the agent is on a non ACD call or has only non ACD calls on hold, forced logout occurs immediately, whereas a forced AUX work mode change remains pending until the agent releases all the non ACD calls. The agent stays connected to the non ACD call after being logged out.

For the forced logout or AUX work features, an agent is treated to be in a particular skill if logged in to the skill at the time the feature request is made. Pending logout applies only to those agents.

Note:

To assign the feature to multiple agents, assign a common skill number to the agents. Use the common skill number to force logout or change to the AUX work mode.

The supervisor can view entries of successful Forced Logout/AUX Work mode by Location/Skill events on the Events Report screen. The category for Forced Logout/AUX Work mode events is feat_event, Event Data 1 is the location or skill number.

display events

                            EVENTS REPORT

Event Event                      Event     Event      First       Last     Evnt
Type  Description                Data 1    Data 2     Occur       Occur     Cnt

3800  Frcd lgout by loc invoked 1         0        12/03/16:42 12/03/16:42  1  
3801  Frcd lgout by skl invoked 501       0        12/03/16:42 12/03/16:42  1  
3802  Frcd aux by loc invoked   8         0        12/03/16:42 12/03/16:42  1  
3803  Frcd aux by skl invoked   42        0        12/03/15:47 12/03/15:47  1
Related information
Location numbers