How to administer Remote Logout of Agent using a VDN

Last Updated : Sep 08, 2012 |

Many call centers are geographically dispersed, but the reporting and tracking of agent activity takes place from one main location. Agents can log in to the system remotely and take calls using the Home Agent capability.

With the Remote Logout of Agent feature, a vector is administered with a route-to number step that contains the FAC for remote logout. The FAC can be followed by the agent loginID or the supervisor can dial the loginID after the VDN with an appropriately programmed vector. Note that Service Observing and remote logout are the only features that can use a VDN vector in this manner.

If the user is remote and calling into the communication server through a trunk, the user can reach the activation VDN to logout the agent. In this case, the entire FAC-with-EXT is required in the vector. Or, the vector can prompt the user to enter the extension and then route-to digits. An activation vector can also prompt the user for a password for additional security. Note that a remote trunk user does not always hear confirmation tone, varying with trunk type and trunk administration, and the user continues to hear feedback until the user hangs up.

To set up this capability, the communication server administrator must create an activation VDN and set the incoming destination of a CO trunk or DID dialed number to be the activation VDN. The VDN to which the call terminates must be assigned a COR and a TN that include the appropriate settings for use of the Remote Logout of Agent feature. COS assigned with console permissions is not required. In this example, the activation VDN includes the following vector.

01 wait time 0 seconds hearing ringing
02 collect 5 digits announcement 3501 (enter password)
03 goto step 5 if digits = 39744
04 disconnect after announcement 3502 (bye)
05 collect 1 digits announcement 3503 (enter 1 to logout agent 89923, 2 to logout agent  89924...)
Note: The names of the agents can also be requested in the appropriate switch-setup.
06 route-to number *6389923 with cov n if digit = 1
07 route-to number *6389924 with cov n if digit = 2)
08 goto step 5 if unconditionally
Note:

In this example, *63 is the FAC assigned for Remote Logout of Agent. This example is one of many ways in which the vector can be written to activate the VDN.