Overview
An agent's workstation is still logged into the FMB or Smartstation and is still taking calls from the queue and the agent is unable to access their workstation to log out in the FMB or Smartstation application to prevent this.
Solution
To prevent the agent's workstation from taking calls from your call queue, their account will need to be disabled, please open a Volt Delta UK support ticket with the details of the issue and provide the Volt Delta UK username of the agent.
Once the agent's account has been disabled, their workstation should no longer receive calls from the queue. To have the agent start receiving calls again, you will need to enable their account by doing the following:
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Log in to the Oasis Management Portal.
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In the left-hand menu, navigate to Management > User Management and click on User Profiles.
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Click on the row for the Agent who needs to be prevented from taking calls to open the User Profile window.
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In the User Profile window, select the No radio button for the Account Disabled: radio button group.
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Click the Save button in the top button bar.
<supportagent>
For Support Agents Only:
In order to prevent an agent's workstation from continuing to take calls, you will need to do disable the agent's account in the Oasis Management Portal (OMP) and then you will need to purge their workstation from the Call Distribution Server (CDS) Manager on the CDS Server.
Note: If you do not disable the agent's user profile in the OMP, the agent's workstation will reconnect to the CDS server after you purge their workstation.
Disable an agent's account in the Oasis Management Portal
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Log in to the Oasis Management Portal.
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In the left-hand menu, navigate to Management > User Management and click on User Profiles.
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Click on the row for the Agent who needs to be prevented from taking calls to open the user profile window.
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In the User Profile window, select the Yes radio button for the Account Disabled: radio button group.
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Click the Save button in the top button bar.
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Purge the Agent's Workstation from the CDS Manager
To remove the agent's workstation from each of the CDS Managers in the Acton and Slough Data centers by doing the following on each of the CDS servers:
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Log in to the CDS Server.
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Double-Click on the CDS Manager Icon.
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In the Connecting to CDS Host window, enter the IP address of the CDS server and click the Connect button.
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In the CDS Manager Login window, enter your HSEU credentials and click the OK button. Please remember to add the HSEU\ to your username when logging in or it will fail.
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In the toolbar click the Device Status button to open the Device Status window.
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In the Device Status window, select Workstation in the Device Type dropdown and click the Apply button.
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In the results, you can right-click the entry for the agent and select Purge Channel to remote the workstation from this CDS server.
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</supportagent>