Agent Tricks

General Discussion
1

I seen a Post awhile back where some stated they had compiled a list of tricks that agents do to trick the system.

If anyone is aware of such a list, I would like to obtain a copy. You can email it to [email removed].

Thank you in Advance!!!

2

I would like a copy of it too.

To Vic: can you post the list if you have it?

Thanks,

Jim

3

Me too

4

Disconnect the LAN connection (PC) Agent loses sync with TServer; Customer potentially could hear busy signal or endless ringing

Hit gNot Readyh just as a call comes in The call gets gbouncedh to another available agent; the agent who bounced the call now drops to the bottom of the queue to receive a call

Transfer to yourself to use the hardset Agent loses sync with TServer; Customer potentially could hear busy signal or endless ringing

Hit gReadyh, gNot Readyh gReadyh, gNot Readyh etccc The agent drops to the bottom of the queue to receive the next call and potentially loses sync with TServer

Transfer using the hardset Agent loses sync with TServer; Customer potentially could hear busy signal or endless ringing

Hit gNot Readyh twice quickly The agent drops to the bottom of the queue to receive the next call and potentially loses sync with TServer

Hit gline outh key and then hang up The agent drops to the bottom of the queue to receive the next call and potentially loses sync with TServer

Hit gtransferh just as member is ready to disconnect Agent loses sync with TServer; Customer potentially could hear busy signal or endless ringing

Power off PC while still logged into softphone Stats for agent will accumulate however agent is not there; customer would hear an endless wing and the station would lose sync with TServer.

Press the headset button on the hardset Agent loses sync with TServer; Customer potentially could hear busy signal or endless ringing

Force a Softphone error

ex. Login to softphone, and press the login button again, which results in an error box appearing. Drag the error box to the bottom of the screen (out of sight) Customers will hear endless ringing

Disconnect the pairing cable from the headset cable Agent loses sync with TServer; Customer potentially could hear busy signal or endless ringing

Agent can log into hardset and go ready on Softphone – not ready in CCPulse Needed for outbound calling – but an agent can be in a state not to receive calls

Keep in mind, switching to Symposium link solved several of these issues.