Removing New Call Softbutton from Softkey template

Unanswered Question
Feb 4th, 2010


I want to remove New Call button from softkey template in call manager. Call Manager is saying that it is necessary button and can't be removed.

Actually some of agents in call center are mis-using this button to make their state in talking and hence no calls will be recived when the agent state is taking. Anyone who go through this plese help.



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david.macias Thu, 02/04/2010 - 09:36

Removing this button, even if you could, wouldn't solve anything.  The agent just as easily could pick up the handset and perform the same action as pressing this button.  You need to look at your reporting and have defined metrics which the agents must understand.  In addition, you need supervisors/managers who know how to read reports, understand them, and act accordingly.  For example, going into talking state will put an agent in the bottom of the queue for getting the next call however the reporting impact will be that their average talk time will be a lot lower than a "good" agent.  In addition, the amount of handled calls will be lower than a "good" agent.  Additionally, you can look at a detailed agent report and see agents changing states just for a few seconds which will tell you that you have a "bad" agent you will need to deal with.


PS: The technology is a tool, don't expect it to solve all your problems.  Everyone in the call center has to do their part to ensure you're getting the best use out of the technology.

hammad.saleem Thu, 02/04/2010 - 09:43

Hi David,

Thanks for your reply, yes we can check details from reporting. We are not using IP hardphones in our contact center. We are just using IP Soft Communicator. I guess if we disable this button then agents wont be able to do so. What say ??



david.macias Thu, 02/04/2010 - 09:59

Again, removing this button will not help.  You can't remove the headset/speaker button assuming you could remove the softkey you're talking about.



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