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Old 08-18-2015, 03:53 PM
ralexanderz ralexanderz is offline
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Default IPOCC Agent Status Telephony

In IPOCC an agent can make himself/herself unavailable/available to specific groups that he/she is assigned to. We have a call center group who does not want the agent(s) to have the ability to make themselves unavailable to any or all groups. Is there a way to prevent the agents from affecting this change via the IPOCC Agent Status Telephone drop down box. The are ok with using the break time feature, but not selectively to the agent groups. Thank you for input on how and if this feature can be controlled or restricted.
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Old 09-01-2015, 12:22 PM
kruegerb kruegerb is offline
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The only way to avoid selective sign of is to use one agent group and distribute the calls via skill based routing, I.e. instead routing to different groups set different skills for the topics and configure skills for the agent instead different group assignment. So agent can use break but no selective sign off
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