Agent Availability Default Status

1 votes

The "force agent to unavailable on not reachable" does not work properly. By default after a phone registers the phone goes to unavailable. Our stores do not use the DND and unavailable options at all. Plus Evolve has sold us on using the Edgewater for seamless voice continuity which does not occur when they swap between internet circuits as the phone then goes to unavailable. We'd like an option in the system to automatically put the extensions at available once the device is registered.

Not planned Suggested by: ReCept - KCadmin (18 Mar, '20) • Upvoted: 18 Mar, '20 • Comments: 1

Comments: 1

26 Mar, '20
Rich Fox Admin
The request to have a call center agent automatically become Available when a phone is connected to the network or after a site moves between network connections contradicts the base concepts of a contact center. Agent availability is manually triggered by an Agent to denote they are ready to receive “work”. This approach is by design to ensure the best customer experience. We suggest the use of ACD keys on the handset (or equivalent software) for your Agents to control their Availability.