Integrated Contact Reporter is a simple Contact Center application that involves five to twenty five agents and up to five supervisors. The application collects and displays information on the current status of hunt groups and users that have been configured for Integrated Contact Reporter operation.
These settings are mergeable. Changes to these settings do not require a reboot of the system.
Note:
Integrated Contact Reporter is not supported in IP Office Release 11.0.
Field |
Description |
Busy Not Available Reason Codes Agents who indicate that they are in a 'busy not available' state can be prompt to also indicate the reason for being in that state. This menu allows descriptions for the possible reasons to be entered. The descriptions are then used in menus from which the Agent's make selections when setting themselves into busy not available state and in reports on Agent status. |
Code/Reason |
Rows 1 to 8 can be used to contain descriptions of up to 31 characters each. Rows 0 and 9 are fixed as Unsupported and Busy Not Available. |
Default After Call Work Time (seconds) |
Default = 10. Range = 10 to 999 seconds. If an agent goes into the After Call Work (ACW) state, either automatically or manually, this field sets the duration of that state after which it is automatically cleared. This duration can be overridden by the Agent's own setting (User | Telephony | Supervisor Settings | After Call Work Time). During ACW state, hunt group calls are not presented to the user. |
