Appendix
A31003-P3010-U106-16-7619, 03/2014
88 myAgent, User Guide
Restrictions on Using System Features
• DECT telephone cannot be found
If a contact center call exceeds the prescribed time for a call to be answered
by the agent (e.g., because the contact center agent is out of range), the
agent is automatically logged out of the queue or queues involved. Logging in
again is only possible through myAgent.
Related Topics
13.4 Restrictions on Using System Features
During the operation of the Contact Center, there are some restrictions on the use
of system features by agents.
The following system features are not available to agents or are subject to
restrictions. These features are, however, not mandatory for agents, since the
allocation of calls is handled automatically by the Contact Center. The allocation
depends on the set rules and the availability of agents.
• Locked Features
As soon as a subscriber of the communication system is configured as an
agent, the following features are no longer available.
– Second call
– Call waiting
– Intrusion on an agent call (exception: agents with the authorization level
of a Supervisor or Administrator)
– Group Call
– Do Not Disturb (for logged in agents)
• Features that affect call routing
The following features could potentially change the call routing in the contact
center and should therefore not be executed by agents.
– Call forwarding
If a logged in agent activates call forwarding, a logout occurs.
Call forwarding is disabled as soon as an agent logs into a queue.
– Do Not Disturb
If a logged in agent activates Do Not Disturb via a UC Suite client, an
automatic logout occurs.
Do not Disturb is disabled as soon as an agent logs into a queue.
– Relocate
Relocating a telephone changes the logical assignment of the station
number. The new station number assignment is only transmitted after
restarting the Contact Center.
– Group
Agents are not allowed to be members of a group (Group Call, Hunt
Group) or a MULAP. This restriction also applies to system features used
in combination with MULAPs, i.e., Team Configuration (Team Group),
Executive/Secretary (Top Group) and Mobility Entry.
Related Topics
