Yes, a Supervisor can change an agent's status not logging them in, but potentially switching them between "Gone Home" and "Available Forward".
Also, have you looked at using Remote Stations and a Stationgroup? I haven't tested this out, but will do later this week and report if it actually works for this. Please note, however, that in this case they will not be ACD calls as Stationgroups can only process Group Ring, Sequential or Round-Robin.
HTH
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Paul Simpson
Senior Technical Instructor
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Original Message:
Sent: 03-11-2019 07:49
From: Ravi Manne
Subject: need solution for Mobile Field Agent with no internet access
Hi Philip,
Thanks for the revert..!
Can a supervisor from ICBM make a user to Logged in without using the field agent credentials?
I have seen the supervisor can change the status of a logged in user to available through
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Ravi Manne
The Customer Experience Lab
Original Message:
Sent: 03-11-2019 07:07
From: Philip Last
Subject: need solution for Mobile Field Agent with no internet access
If they can be logged on by Supervisor, then set Status as Forward Calls and enter their mobile. Bit of a manual task needs doing each time.
If not too many perhaps setup Attendant profile, with internal transfer number, one for each mobile, then transfer calls to that profile so it auto-forwards?
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Philip Last
Arvato Limited
Original Message:
Sent: 03-11-2019 05:09
From: Ravi Manne
Subject: need solution for Mobile Field Agent with no internet access
I have a requirement where ACD call <g class="gr_ gr_86 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar multiReplace" id="86" data-gr-id="86">are</g> to be sent to certain Mobile Phones that would be attended by Field Agent with no internet access. These agents would not be able to login to any CIC client the supervisor can log them off or a basic Call hunting among those Field Agent mobile Phone number would be sufficient.
I have gone thorough Remote Station but it seems like it needs Agent to use CIC clients.
Is there any solution that can be configured for Field agent with no Inbound calls to receive inbound calls on their mobile phones?
#Implementation
#PlatformAdministration
#SystemAdministration
#Telephony
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Ravi Manne
The Customer Experience Lab
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