Restricting the Incoming calls landing at Supervisor Desktop when superviso

Unanswered Question
Jul 31st, 2008

Steps which i tried.

1. I created the supervisor and assign him to one agent team.

2. Agents are added the to the supervisor.

3. I logged into the supervisor desktop, the agents are listed out.

4. The incoming calls are not landed while Supervisor in Not Ready state.

5. The incoming calls are landed while Supervisor in Ready state.

6. But once supervisor is in ready state, he unable to hearing the voice.

So How to restrict the incoming calls at supervisor desktop?

I have this problem too.
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david.macias Thu, 07/31/2008 - 08:00

Sounds like you have the supervisor agent id configure to take calls. Remove him from the agent skillgroup (assuming UCCE) or something simpler, have the simpler not go ready unless that person will be taking calls and helping the agents.

About the hearing voice part, you might want to look at the codecs being used when the call arrives to the supervisor's phone.


Pandiyan.d Thu, 07/31/2008 - 09:02

If i remove the supervisor from the agent skill group, agent lists are not displayed on the supervisor desktop.



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