CCD Agent State

junoooni
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Re: CCD Agent State

Post by junoooni »

Hi Cav

U r right about my lack of product knowledge, but whatever i m learning abour it, it seems more and more limited and restricted product...i mean, come on, all 3 points i mentioned first r the requirement for smallest of call center (unless there is a diffrrnt definition of call centers in alcatel world)...what CCD can do, competition can do without call center license and that is called basic ACD...


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cavagnaro
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Re: CCD Agent State

Post by cavagnaro »

Jummm don't think so, against what are you comparing to?
For your point 1, you mean CCS icons, right?
For 3, it is more about configuration and yes, CCS can show an alarm on it.
For 2, is just again configuration on the Pilot. And you report on CCS.


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tgn
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Re: CCD Agent State

Post by tgn »

but for 3 - it is not possible to hold incoming calls in the queue in this wq-state. (correct me if i’m not right, cav)

the intention in callrouting is different on what other vendors do.
since alcatel is working with an estimated waiting time and the others just working with an “max. calls”-variable to limit the calls in a queue.
so ccd’s from different vendors are incomparable, like so much other things...
each system has some advantages and disadvantages and the solution is’nt allways the same...
and of course the ccd-integrators have to be good in knowledge and experience!

regards...
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junoooni
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Re: CCD Agent State

Post by junoooni »

cavagnaro wrote:Jummm don't think so, against what are you comparing to?
For your point 1, you mean CCS icons, right?
For 3, it is more about configuration and yes, CCS can show an alarm on it.
For 2, is just again configuration on the Pilot. And you report on CCS.


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I am comparing with avaya...u can do all this without going for their call center licenses

1- Yes... the agents who press unavailable button show idle on real-time report on ccs confusing the supervisor

2- on my pilot i have configured states but where do we configure meaning of each state and how to enforce agent to input code while going unavailable?

3- again, how we do it??? As of now calls get disconnected.




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