Howto:IQM manipulative behaviors
This article describe some security features to control e prevent manipulation in a contact center.
Note: Some of the described features are normal innovaphone PBX features and have nothing to do with iQM; they are described anyway for the Contact Center Supervisor.
Applies To
This information applies to
iQM version 1.65 or higher
More Information
This article describes manipulative behaviors of agents. Those operations are done usually because the agent is no longer willing to serve phone calls, but tries to appear “busy” for the supervisor and the system.
Some typical tries are:
- The Agent unplug his IP-Phone
- The Agent lifts the receiver and put it beside
- The Agent calls a colleague or friendly partner
- The Agent Set a presence status
- The Agent Set a Call forward
All the described items belong to innovaphone Phones, 3rd party Phones or analog sets are not considered in this description.
Unplugging the IP-Phone
If an innovaphone IP-Phone is unplugged it will be deregistered in the PBX. This will not happened immediately but after a time-out (<1 minute). The PBX knows now this situation and will no longer transfer calls to that phone, but the phone is not automatically logged out of the group. That is from a PBX point of view non necessary; deregistered = “offline” in the PBX is enough for call processing to skip the Agent. So this task will do iQM; even the iQM server detects when an Agent is no longer active in the PBX. If an Agent unplug his phone iQM will force in the PBX the log out of the group, and therefore the logged counter shows the real ready number of Agents.
On top when an Agent Phone is unplugged a warning is displayed in the main view:
Near the agent counter a warning triangle indicate unregister Agents. A tooltip “Warning AGENT PHONE NON READY” is shown in the Mouse over event.
If the Agent plugs in again his Phone the warning will disappear.
Note: After a start- up of the iQM server the Warning triangle is shown and will disappears after the first call or any operation of any Agent.
Even in the iQM Event log file an entry is done.
Example: “24.08.2012 16:44:05 AGENT_WARNING 24 Rossi Valentino -- PHONE NOT O.K. –“
If the Agent has running his client (or start it) and the Phone is unplugged, the status shows instead of “Offline” a “!”:
Now the status toggle key is disabled (locked) and unlocked just when the Agent Phone is plugged in again, registered and active.
Please note that also a registration requires some second in the innovaphone PBX.
In the Agent list (therefore this can see also the supervisor...) the unplugged Phones are indicated with “DEREG!” in the Status column:
The Agent lifts the receiver and put it beside
If you pick up a handset and put it beside, the phone is detected as busy (because you can dial, maybe first you have to search for a number or similar).
But after 2 Minutes the phone will switch in a “semi-idle” situation: the display indicates invalid dial, active phone calls are no longer possible and the dial tone changes into a busy tone.
The bad note for the Agent is that in this situation the set will ring (again) and receive calls. So from a PBX point of view this phone is “free” again! And the set is now considered even as free in iQM and so “returns” to the available Agents.
The Agent calls a colleague or friendly partner
The solution is resumed in one Word: “Reporting”.
It is not possible for a machine detect if a connection is o.k. or not, but checking the reporting you can easy detect those situations where Agents call each other just to simulate busy or call friendly customer or colleagues and put the receiver away.
Presence Status
If a presence status is activated on an Agent Phone it will be excluded from ringing.
But the presence status is anyway displayed in the Agent list and iQM put the Agent out of the “Logged” counter. So this situation is clear visible. If you won’t allow your Agents to active a presence status see last paragraph.
Call Forward
If an Agent activates a call forward, calls from the Queue are anyway processed to the Phone. So the Phone will ring (just for calls from the WQ, all other call will follow the forward). Please note that for this behavior it is necessary unflag the option ”CFU disables Operator” in the setup of the PBX, Waiting queue, Queue.
At least if you are afraid anyway….. It is possible to disable the access or at least the change of parameters in the phone itself. Flag the Option “Protect Configuration at Phone” in the Phone menu, section “Protect” or see relative article.
http://wiki.innovaphone.com/index.php?title=Reference9:Phone/Protect