Avaya Support Forums  

Go Back   Avaya Support Forums > IP Office Contact Center

Reply
 
Thread Tools Search this Thread Display Modes
  #1  
Old 12-14-2015, 09:41 PM
prasa7 prasa7 is offline
Hot Shot
 
Join Date: Oct 2013
Posts: 24
prasa7 has 10 reputation points
Default wait time between changing state

how can i get agents not to receive calls in queue within 10 sec of chagrining its state.

for example one of the agent goes on break . then returns from break and now the agent needs to go in wrap up.

however as soon as the break is switched off queue calls starts flowing to the agent.we need to have some sort of time space in between switching off the break and taking another call
Reply With Quote
  #2  
Old 12-14-2015, 10:52 PM
kalpanaautade kalpanaautade is offline
Whiz
.
 
Join Date: Sep 2015
Posts: 32
kalpanaautade has 10 reputation points
Default

If agent don't want call immediately after Off Break then Before going On break agent signed off from groups , once he off break call not get immediately till agent not signed on to group again.
Reply With Quote
  #3  
Old 12-15-2015, 08:37 AM
mnorst mnorst is offline
Whiz
 
Join Date: Mar 2015
Posts: 42
mnorst has 11 reputation points
Default

Quote:
Originally Posted by prasa7 View Post
how can i get agents not to receive calls in queue within 10 sec of chagrining its state.

for example one of the agent goes on break . then returns from break and now the agent needs to go in wrap up.

however as soon as the break is switched off queue calls starts flowing to the agent.we need to have some sort of time space in between switching off the break and taking another call
Not being able to switch between Break Codes (or Wrap in your case) without going Available is something I discovered early on and after some back and forth was told to put in a GRIP request for the software change. My group asking for the change eventually dropped the request (I guess they learned to deal with it) so I never followed up with the GRIP. You might want to pursue that avenue.
Reply With Quote
Reply

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump


All times are GMT -7. The time now is 08:26 AM.

This Forum is provided solely for the use and convenience of Avaya customers and partners. Use of the Forum is subject to the Terms and Use and Privacy Statement found at www.avaya.com. No other use is permitted. The Forum including all content posted is “AS IS” and Avaya expressly disclaims all warranties and/or guarantees as to its accuracy, reliability, usefulness, quality or non-infringement of intellectual property. Avaya reserves the right to remove any content posted on the Forum at any time and for whatever reason.

Avaya will not be liable for any content posted on this Forum, including, without limitation, any errors or omissions or for any losses or damages of any kind incurred as a result of use or reliance on any content, regardless of its origin.

You expressly understand and agree that you assume all risks associated with use or reliance on this content.