On Fri, Oct 24, 2008 at 9:33 PM, Ing. Jorge S Alan?s Garza
<jorge.alanis at blocknetworks.com.mx> wrote:> Hi all,
>
>
>
> I received a report of a client which stated that two of its agents are
> "logging in" to the queues when they actually aren't there
working. They
> appeared to be logged on all night. They thought they weren't logging
off
> correctly, but they checked one of them and he was following the procedure.
> Any ideas of what can be happening? Is there a way to prevent logins to
> queues afterhours?
The question is actually - what impact does it have.
Agents could login in working time and just forget to log out. So any
deny would be ineffective.
We have DID routing determined by free member count in queues +
working hours. Some configurations allow calls to go to queue within
working hours if there are no agents, and some don't allow to accept
calls in after hours.
So, in order to not have callers wait in queue within afterhours we
have several methods used together:
1) If agent don't answer a call, he gets either paused or logged off.
Paused agents don't count as free, but they are still around, so
routing might send call to IVR first to welcome caller and give agents
some time.
2) Within after hours all agents are logged out every 15 minutes. So,
they are allowed to work after official working hours, but they just
have to relogin every 15 minutes. Realtime queue members in MySQL and
cron script makes this quite straightforward :)
Regards,
Atis
--
Atis Lezdins,
VoIP Project Manager / Developer,
atis at iq-labs.net
Skype: atis.lezdins
Cell Phone: +371 28806004
Cell Phone: +1 800 7300689
Work phone: +1 800 7502835