ACD question, Nortel DMS 500

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.

How about assigning passwords to the login id?

mike

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.

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.

That's strange. Unfortunately, I don't have access to the NTPs to research it further.

Mike