How to disable release button on CTI Toolkit Desktop?

santoshmhaske1 · ‎06-16-2010

Hi All,

We are having contact center setup with ICM 7.5.

Customer has a requirement of disabling a call release button from cti toolkit desktop so that they can restrict agent's from disconnecting the customer calls.

Is there any option in registry or some where else for disabling release button?

Regards,

Santosh M

geoff · ‎06-16-2010

1. In CAD you can hide buttons - but not the Ans/Release button, if I recall correctly.

2. In CTIOS it's an ActiveX component, so you can't alter it.

Even if you could, you would have to fix the IP phone. You could provide a custom button config, but that would not cover lifting and replacing the handset (on headset). Agents can always drop the call from the IP Phone.

If the customer desires that agents do not drop, but wait for the customer to do so, then this can be done only through a policy. And it's the right way to do it - there are situations when an agent must drop. Think about it.

Regards,

Geoff

david.macias · ‎06-16-2010

Policy alone would not solve this problem, you need some sort of QM tool to either record your agent interactions or be able to live monitor them and catch any agents releasing the customer inappropriately.

david

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santoshmhaske1 · ‎06-16-2010

Hi,

We have explained customer that still agents have a option to disconnect the call using handset but still they want to disable the release button from

CTI application. Also we are having a voice logger for call recording.

What kind of policies we can apply for this?

Regards,

Santosh Mhaske

Md. Mijanur Rahman · ‎06-17-2010

Hi, give them 'Call Hangup Report' generated from CUCM CDR, on the CDR field you will get the reason code why the call is hanged up, I mean it's from the network (customer) end or from the agent (IP Phone) end. We are providing the same.

Bbut never think to associate the results with Agent table, you won't be able to do it if the agents choose their desks dynamically.

HTH.