Contact Centers, CRM Customer Engagement

Nortel/Avaya AACC 6.4 with M3905 ACD phonesets - Suppose a call center supervisor wants the ability to log an agent off without hunting for the agent’s desk.  These are standard, desk-based agents with 3905 phonesets, no AAAD clients.

If I’m doing this, as the AACC and CS1K admin, I would probably just DISU the ACD set and then ENLU it.

Within AACC, you could also go to Configuration, Phonesets and Voice Ports, and deacquire the set and then reacquire it there.

The call center supervisors obviously do not have access to the CS1K.  They do have access to reporting and management modules in AACC, but I am reluctant to give them access to the Configuration module, because there’s so much in there they could inadvertently mess up.

Any ideas on how a call center supervisor could remotely log an agent off

I am not sure what version gave us the option to log them off from Contact Center Manager. Do you have the option at the bottom of the screen shot below?

[cid:image001.png@01D202DD.43840840]

From: Chip Powell [mailto:iaug-cc-crm-apds@lists.iaug.org]
Sent: Tuesday, August 30, 2016 4:26 PM
To: iaug-cc-crm-apds@lists.iaug.org
Subject: [IAUG Forums] - AACC 6.4 (on Nortel CS1K) - Supervisor wants to remotely log off agent


Nortel/Avaya AACC 6.4 with M3905 ACD phonesets - Suppose a call center supervisor wants the ability to log an agent off without hunting for the agent’s desk. These are standard, desk-based agents with 3905 phonesets, no AAAD clients.

If I’m doing this, as the AACC and CS1K admin, I would probably just DISU the ACD set and then ENLU it.

Within AACC, you could also go to Configuration, Phonesets and Voice Ports, and deacquire the set and then reacquire it there.

The call center supervisors obviously do not have access to the CS1K. They do have access to reporting and management modules in AACC, but I am reluctant to give them access to the Configuration module, because there’s so much in there they could inadvertently mess up.

Any ideas on how a call center supervisor could remotely log an agent off

-----End Original Message-----

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That only works for agents logged in via the AAAD client. It won’t log an AML agent off a desk phone. The screen will SAY the agent is logged out, but the agent’s deskphone doesn’t change, and he or she can still take ACD calls.

Thank you though!

From: Jerome, Brenda [mailto:iaug-cc-crm-apds@lists.iaug.org]
Sent: Tuesday, August 30, 2016 2:41 PM
To: iaug-cc-crm-apds@lists.iaug.org
Subject: [IAUG Forums] - RE: AACC 6.4 (on Nortel CS1K) - Supervisor wants to remotely log off agent

I am not sure what version gave us the option to log them off from Contact Center Manager. Do you have the option at the bottom of the screen shot below?

[cid:image001.png@01D202CF.1D6E2810]

From: Chip Powell [mailto:iaug-cc-crm-apds@lists.iaug.org]
Sent: Tuesday, August 30, 2016 4:26 PM
To: iaug-cc-crm-apds@lists.iaug.org<mailto:iaug-cc-crm-apds@lists.iaug.org>
Subject: [IAUG Forums] - AACC 6.4 (on Nortel CS1K) - Supervisor wants to remotely log off agent


Nortel/Avaya AACC 6.4 with M3905 ACD phonesets - Suppose a call center supervisor wants the ability to log an agent off without hunting for the agent’s desk. These are standard, desk-based agents with 3905 phonesets, no AAAD clients.

If I’m doing this, as the AACC and CS1K admin, I would probably just DISU the ACD set and then ENLU it.

Within AACC, you could also go to Configuration, Phonesets and Voice Ports, and deacquire the set and then reacquire it there.

The call center supervisors obviously do not have access to the CS1K. They do have access to reporting and management modules in AACC, but I am reluctant to give them access to the Configuration module, because there’s so much in there they could inadvertently mess up.

Any ideas on how a call center supervisor could remotely log an agent off

-----End Original Message-----

This electronic message contains information from Springfield Clinic, LLP that may be confidential, privileged, and/or sensitive. This information is intended for the use of the individual(s) or entity(ies) named above. If you are not the intended recipient, be aware that disclosure, copying, distribution, or action taken on the contents of this information is strictly prohibited. If you have received this electronic message in error, please notify the sender immediately, by electronic mail, so that arrangements may be made for the retrieval of this electronic message. Thank you. ­­
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Didn’t know that! Thanks for sharing!

From: Powell, Chip [mailto:iaug-cc-crm-apds@lists.iaug.org]
Sent: Tuesday, August 30, 2016 5:02 PM
To: iaug-cc-crm-apds@lists.iaug.org
Subject: [IAUG Forums] - RE: AACC 6.4 (on Nortel CS1K) - Supervisor wants to remotely log off agent

That only works for agents logged in via the AAAD client. It won’t log an AML agent off a desk phone. The screen will SAY the agent is logged out, but the agent’s deskphone doesn’t change, and he or she can still take ACD calls.

Thank you though!

From: Jerome, Brenda [mailto:iaug-cc-crm-apds@lists.iaug.org]
Sent: Tuesday, August 30, 2016 2:41 PM
To: iaug-cc-crm-apds@lists.iaug.org<mailto:iaug-cc-crm-apds@lists.iaug.org>
Subject: [IAUG Forums] - RE: AACC 6.4 (on Nortel CS1K) - Supervisor wants to remotely log off agent

I am not sure what version gave us the option to log them off from Contact Center Manager. Do you have the option at the bottom of the screen shot below?

[cid:image001.png@01D202E2.AA97DF70]

From: Chip Powell [mailto:iaug-cc-crm-apds@lists.iaug.org]
Sent: Tuesday, August 30, 2016 4:26 PM
To: iaug-cc-crm-apds@lists.iaug.org<mailto:iaug-cc-crm-apds@lists.iaug.org>
Subject: [IAUG Forums] - AACC 6.4 (on Nortel CS1K) - Supervisor wants to remotely log off agent


Nortel/Avaya AACC 6.4 with M3905 ACD phonesets - Suppose a call center supervisor wants the ability to log an agent off without hunting for the agent’s desk. These are standard, desk-based agents with 3905 phonesets, no AAAD clients.

If I’m doing this, as the AACC and CS1K admin, I would probably just DISU the ACD set and then ENLU it.

Within AACC, you could also go to Configuration, Phonesets and Voice Ports, and deacquire the set and then reacquire it there.

The call center supervisors obviously do not have access to the CS1K. They do have access to reporting and management modules in AACC, but I am reluctant to give them access to the Configuration module, because there’s so much in there they could inadvertently mess up.

Any ideas on how a call center supervisor could remotely log an agent off

-----End Original Message-----

This electronic message contains information from Springfield Clinic, LLP that may be confidential, privileged, and/or sensitive. This information is intended for the use of the individual(s) or entity(ies) named above. If you are not the intended recipient, be aware that disclosure, copying, distribution, or action taken on the contents of this information is strictly prohibited. If you have received this electronic message in error, please notify the sender immediately, by electronic mail, so that arrangements may be made for the retrieval of this electronic message. Thank you. ­­
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-----End Original Message-----

We are 6.4 SP16 AML with CS1000 and use the remote logout feature often.  You don't need AAAD on the desktop, but you do need CCT!  All TNs have to be in CCT admin section and using AST for keys (even if you use Multi-DN for call recording).  You will also need to use the CCT agent checkbox feature when setting up an agent.  Even though they won't be logging in as a desktop client, you cannot create a CCT agent to administer without creating them as a CCT agent. 

From the Agent Tabular display, we added the two additional features to allow the supervisor to change Ready Reason Code (most used feature) and Logout the agent.  The Logout Agent actually puts the set in MakeSetBusy.and logs them out of the queue.  I wish it wouldn't put the set in MakeSetBusy as no calls will ring at the set, even extension calls.  You can also logout the agent from AACC agent management screen by right-clicking and choosing View Agent detail, then on the bottom of the agent screen, clicking on the Logout Agent button.

But it works all without AAAD on the desktop and using AML.

Almost forgot!  In Access and Partition management for the Access Class assigned to the supervisor, you do have to add Force Agent State Change instead of None as the option.  There may be some supervisors that you do not want to give that ability to, so you can create a separate class for them to not allow that feature.

That's awesome, I'll check it out Larry. Thank you!

On Aug 31, 2016, at 6:18 AM, Larry Wilson <iaug-cc-crm-apds@lists.iaug.org<mailto:iaug-cc-crm-apds@lists.iaug.org>> wrote:


Almost forgot! In Access and Partition management for the Access Class assigned to the supervisor, you do have to add Force Agent State Change instead of None as the option. There may be some supervisors that you do not want to give that ability to, so you can create a separate class for them to not allow that feature.

-----End Original Message-----

You could also virtual office into there phone, then hit the makesetbusy button twice.  Then virtual office logout

 

I used to do that all the time :)

Chris, I've not used Virtual Office, but isn't it just for IP sets?  Most of our agents are on M3905's.

In Reply to Chris Waddell:

You could also virtual office into there phone, then hit the makesetbusy button twice.  Then virtual office logout

 

I used to do that all the time :)

That may be true, sorry we have all IP sets

Chris Waddell
Telecom Systems Administrator
Information Technology
[cid:image005.jpg@01D21264.7BDB12B0]https://www.west.com
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From: Chip Powell [mailto:iaug-cc-crm-apds@lists.iaug.org]
Sent: Friday, September 16, 2016 5:45 PM
To: iaug-cc-crm-apds@lists.iaug.org
Subject: [IAUG Forums] - RE: AACC 6.4 (on Nortel CS1K) - Supervisor wants to remotely log off agent


Chris, I've not used Virtual Office, but isn't it just for IP sets? Most of our agents are on M3905's.

In Reply to Chris Waddell:

You could also virtual office into there phone, then hit the makesetbusy button twice. Then virtual office logout



I used to do that all the time :)

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Hi Larry, I appreciate the time you took to explain this.  However, I cannot get it to work for the life of me.  I have added the Force Agent State Change feature to the appropriate class.  I have added the CCT agent to the CCM form in AACC, and added the TN in CCT Admin, added the login ID as an address, then as a workstation, removed them, toggled Basic and Agent types, and tried every combination thereof.  It just doesn’t work.

I have the logout button on my Real Time Display, and I can press the button.  It responds with “Are you sure you wish to logout (agent)?”  Yes, I’m sure.  Seems to work, but does not log out the agent, nor put him in a Make Busy state.  Trying from the CCM View Agent Details screen doesn’t work either.  The subliminal says “Agent logged out successfully,” but the agent is not really logged out.  Can still take calls. It really looks like a great solution if it would work!

I believe I’m on SP 15 rather than 16.  I wonder if that could be it.  Any other suggestions before I escalate to my business partner?  Thanks so much!

Chip

We've had it working since 6.3.  On the server under Server Configuration, under Licensing, do you show Open Queue checked?  How many CCT licenses do you have on the system?  Also AST 00 03 should be on all phones.  When you print a TN, it should show ACQ  AS: TN,AST-DN,AST-POSID instead of just TN.

We didn't realize the AST part was required and got the same result you did!

Thank you Larry. I got pulled away on another thing that may take a few days, but this is good feedback. I’ll check all this out and I may have further questions for you. Much appreciated!!!

From: Larry Wilson [mailto:iaug-cc-crm-apds@lists.iaug.org]
Sent: Saturday, September 17, 2016 1:56 PM
To: iaug-cc-crm-apds@lists.iaug.org
Subject: [IAUG Forums] - RE: AACC 6.4 (on Nortel CS1K) - Supervisor wants to remotely log off agent


We've had it working since 6.3. On the server under Server Configuration, under Licensing, do you show Open Queue checked? How many CCT licenses do you have on the system? Also AST 00 03 should be on all phones. When you print a TN, it should show ACQ AS: TN,AST-DN,AST-POSID instead of just TN.

We didn't realize the AST part was required and got the same result you did!

-----End Original Message-----

Hi Larry, I am obviously doing something wrong. In answer to your questions: Yes, Open Queue is checked. As for licensing,I thought we had ten, as we have about ten configured in CCT Admin, and we are licensed for 10 email agents, 10 web chat agents, etc. I believe I can get ten users on the AAAD client simultaneously too. But when I check the License Manager Config Utility on the AACC server, it shows:

• Nodal CCT Contact Centre Voice Terminals: Max 30 / Current 1, and
• Nodal Communication Control Toolkit: Max 1 / Current 1

So I'm note sure exactly what I'm looking for with the licensing. Any feedback you have on that is appreciated.

Also, while I'm here, my TN printout is obviously not correct either. We just have this:

AST  00 03
IAPG 0
AACS YES
ACQ  AS: TN
ASID 16

Where

KEY  00 ACD 1315 12  1666
     SPV
     01 ACNT
     02 SCR 8666 0     MARP
        CPND
          NAME Powell, ChipACDTEST
          XPLN 27
          DISPLAY_FMT FIRST,LAST
     03 SCN 4402 D     MARP
        CPND
          NAME Main, Voice Mail
          XPLN 27
          DISPLAY_FMT FIRST,LAST

(I wonder if I need to be an AGN rather than a SPV on KEY 0?)

For now, I only have AST 00 03 on one phone: the phone I'm trying to test the functionality with. We don't record or do any kind of CTI, so I've not used AST before. I can see that I don't have the correct ACQ  AS: TN,AST-DN,AST-POSID that you mention.

Any thoughts on either the license or the AST issue? Again, I am very thankful for your help on this. I owe you an adult beverage at the conference this year in Vegas!!!

In Reply to Larry Wilson:

We've had it working since 6.3.  On the server under Server Configuration, under Licensing, do you show Open Queue checked?  How many CCT licenses do you have on the system?  Also AST 00 03 should be on all phones.  When you print a TN, it should show ACQ  AS: TN,AST-DN,AST-POSID instead of just TN.

We didn't realize the AST part was required and got the same result you did!

The terminal itself does not appear to be getting acquired by CCT.  You have 30 licenses so you can control 30 terminals.

• Under Launchpad|Configuration, you should see two servers listed - one is the CCT and the other is contact center manager server. 
• Click the plus sign on the CCT server, you should see CCT Administration. 
  • If you don't see a CCT server, then this is the reason.  You must deploy CCT on the server to make it work.  But since you have the 10-user multimedia pack, it should be there.
• Select the CCT server in the left pane.  In the right pane, you should see Launch CCT Console.
• Click Luanch and a new page will open
• On the left pane, select Providers|Passive
• In Addresses, you built the extensions that you want CCT to monitor for events
• If you are just interested in logging them out, you could just enter the Key 0 as an agent
• Right-click on the word Addresses in the left pane, select Add New Address, enter the Position ID on Key 0, select enabled, and set type to Agent.  Basic is for the Key 3 (mostly for recording)
• Click Save
• Right-click on Terminals, select Add new terminal
• The name of the terminal must be "Line 100.0.00.01".  The word Line is required for some odd reason.  I would recommend putting the TN in the full terminal format (you have to use decimals not spaces) so that sorts work.  It sorts alpha not numeric.
• Type is Agent
• Enabled
• Provider-Specific Properties - not really found anything here to care about
• Address Assignment - Assign the new Key 0 you just added by checking the box, clicking the right-arrow to add to the pane on the right, then click Save at the bottom.
• PRT the phone again and you should see AST-POSID
• But wait, there's more!!!  :)
• In the left pane, click Users.  The list will show anyone you have "CCT" enabled in contact center administration.
• Double-click the user to open for edit.
• Under Terminal Assignments, Assign your TN to your user name.
• Click Save

Honestly, it's a bit cumbersome to manage.  You can create Terminal Groups for larger deployments, especially if using free-seating.

Hopefully that helps!

Larry, that did it! I was missing two pieces: 1) Pos ID vs. Login ID (duh!), and 2) Adding TN to User in CCT Admin.

Do you think setting up a Terminal Group will help if I want to do this for 20 agents?  In our environment each agent has his/her own permanently-assigned PosID, Login ID, TN, phoneset, etc. What does the Term Group in this example do?

I owe you TWO adult beverages at the conference...thank you so much!

We are actually using CCT with the Avaya Experience Portal Landing Pad application to pass data to a custom CCT app, so we nail each user to a Terminal also.  If they want to go sit at another desk, great.  Use the Virtual feature and take your TN to the other desk.  That way CCT works and we can still log out agents or change their Ready Reason Code.