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  • 1.  need solution for Mobile Field Agent with no internet access

    Posted 03-11-2019 05:10

    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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  • 2.  RE: need solution for Mobile Field Agent with no internet access

    Posted 03-11-2019 07:08
    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
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    Original Message


  • 3.  RE: need solution for Mobile Field Agent with no internet access

    Posted 03-11-2019 07:49
    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
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    Original Message


  • 4.  RE: need solution for Mobile Field Agent with no internet access

    Posted 03-11-2019 13:11
    Edited by Paul Simpson 03-11-2019 13:12
    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


  • 5.  RE: need solution for Mobile Field Agent with no internet access

    Posted 03-12-2019 07:09
    1. Create a remote station useing the user's cell phone
    2. Set the user's default workstation to the remote number.
    3. Set user to auto-answer ACD and NonACD calls.  

    This will take care of routing ACD calls to their cell phones.   

    From there, the trick will be logging them in.  The best way to accomplish this is use a phone number they can call into and create a custom handler that logs the user in and out.

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    Steve Owen
    Avtex
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    Original Message


  • 6.  RE: need solution for Mobile Field Agent with no internet access

    Posted 03-19-2019 15:19
    Check to see if you can use the Phone-Only ACD login/out in Appendix A: of the following document

    https://help.genesys.com/cic/mergedprojects/wh_tr/desktop/pdfs/acd_processing_tr.pdf
    Genesys remove preview
    View this on Genesys >


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    Kevin Bak
    Alta Resources Corp.
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    Original Message


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