DCT OSSmosis 5 User manual
OSSmosis 5 User Guide
Call Center Agent Default Settings
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OSSmosis 5 User Guide: Call Center Agent Default Settings
DCT Telecom Group, Inc. | 440.892.0300 | customerservice@4dct.com | www.4dct.com
Rev. 01.2019
Agent Default Settings
Agent Default Settings are applied to all agents across a Call Center. If changes are to be
made to a single agent, they must be made under “Manage Agents” in the agent’s individual
profile.
Settings:
1. Enable/Disable Guard Timer for (x) seconds: Guard Timer is a “pause” between queued
calls delivered to an agent. If the agent is not placed in wrap-up after each call and
remains in an Available state, a guard timer can be put in place to provide them with a
few seconds of “free” available time to update their ACD state before the next call is
delivered to them.
2. Force agent to unavailable on Do Not Disturb activation: If the agent activates Do Not
Disturb while signed into their queue(s), this will automatically force them into an
Unavailable state. A default “Unavailable – Do Not Disturb” code can be created in
order to track which agents go unavailable for this reason.
3. Force agent to unavailable on personal calls: If the agent receives or places an
outbound call while signed in and available in the queue, this will automatically force
them into an Unavailable state. A default “Unavailable – Personal Call” code can be
created in order to track which agents go unavailable for this reason. It is important to
note that if agents need to make outbound calls while on the phone with a customer, that
outbound call would constitute as a personal call and place them into an Unavailable
state.
3
OSSmosis 5 User Guide: Call Center Agent Default Settings
DCT Telecom Group, Inc. | 440.892.0300 | customerservice@4dct.com | www.4dct.com
Rev. 01.2019
4. Force agent to unavailable after (x) consecutive bounces: If the agent bounces a
specified number of calls (a bounced call is one that isn’t answered by an available
agent) while signed in and in an Available state, this will automatically force them into an
Unavailable state. A default “Unavailable – Bounced” code can be created in order to
track which agents go unavailable for this reason.
5. Force agent to unavailable on not reachable:If the agent’s handset becomes
unreachable (which means their phone is no longer actively connected to the PBX/ACD)
for any reason while signed into the queue, this will automatically put the agent into an
Unavailable state.
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