ACD question, Nortel DMS 500

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I do Centrex voice provisioning and have an ACD question.  With all of the
ACD groups we have setup, users can use whatever login id they wish as long
as it the right number of digits (4 or 5).  This causes headaches for the
customer who is trying to view stats on a particular agent.  Is there a way
to force users to use the login id assigned to their phone?



Re: ACD question, Nortel DMS 500

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Make it a firing offence to impersonate another agent.  :-)

But seriously, if you're associating an agent with a given phone,
why not just look at the position statistics rather than the
agent statistics?  At many sites I've dealt with, everybody
logs in as agent 01, i.e. they don't care about agent ID at all.

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Re: ACD question, Nortel DMS 500
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How about assigning passwords to the login id?

mike


Re: ACD question, Nortel DMS 500
Charlie Gibbs said: "But seriously, if you're associating an agent with a
given phone,
why not just look at the position statistics rather than the
agent statistics?  At many sites I've dealt with, everybody
logs in as agent 01, i.e. they don't care about agent ID at all."

Charlie, I wish that was the case, but this customer is a govt call in
centre and are concerned that some of their employees are not as dedicated
as others.  They want stats to back that up and want to know who logged in
and how long they were active, etc.  Arent position and agent the same
thing, or do you mean look at the stats for the INCALLS key on Key 1?  All
the reporting I have seen has been based upon the login ID...

Mike, I did try that (in Table ACDLOGIN), but have learned that if I enter
the valid login ID I am forced to use the password paired with it.  However
if I enter a random 4 digit login ID not in the Table,  I still get logged
in and am not prompted for a password at all.


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Re: ACD question, Nortel DMS 500

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Damn, perhaps your system reports differently.  I've been working with
Meridian 1 and CS1000 systems, which provide position statistics in
the Agent Position Report (REPT 4).  I was hoping that your switch
provided the same reports.

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\\ /  I'm really at ac.dekanfrus if you read it the right way.
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Re: ACD question, Nortel DMS 500
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That's strange. Unfortunately, I don't have access to the NTPs to research it
further.

Mike


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