Top

Use Rainbow as a CCD agent

Comments

10 comments

  • Mark MCDONALD

    This is a great addition to the OXE CCD, after login to rainbow and when agent is selecting their PG would it be possible for agent to list the PG instead of the agent having to know the number of all PG they are associated with ?

    1
    Comment actions Permalink
  • Carlo BORGER

    The feature really makes it easier for agents to work from home, however there are some things to really take notice of.
    1 the translation of withdraw and Wrap up in Dutch language are not the same as they are on an office phone which confuses a normal agent/user.
    normally "intrekken" is shown as "Terugtr." and "voltooien" as "WrapUp" on the desk phone.

    2. when an agent is working remote making use of a mobile phone and the agent is the only available agent, the agent must not accept or make a private direct mobile call to or from the mobile phone.
    When on that moment a CCD call is presented the call is redirected in blocked state on the pilot, and this is very annoying to users working from home.
    So an agent must use the Rainbow environment to make outgoing calls, however incoming calls on the mobile phone are not easy to prevent.

    1
    Comment actions Permalink
  • Jeroen GREVENSTUK

    Feature enhancement\suggestion:

    For customers using CCD agents on there mobile without an WebRTC or using it on places where the data connection is to poor for the VOIP mode. 

    At the moment they can activate other phone (but the number has to be entered every time)

    It would be easier to remember the last used number so it can simply been activated again. (at the moment the PC and WEB client already does this)

    Better would be to have the option to active Work mobile if available in the agent profile.

    1
    Comment actions Permalink
  • Kristof BRAEKMANS

    Hi all, 

    in CCagent we have the possibility to see if there are call in queue and we can see if there are other agents logged in into the PG, is this a feature that will be available in the future? 

    1
    Comment actions Permalink
  • Daniel WITTHÖFT

    Hello, we have a lot of users that can't connect to their groups in agent mode quite often. Sometimes they get just "Warning" or "Unknown Error", sometimes they will log on but the icon changes to the "office phone" (they want to use "Computer/ Internet....") and shows a number starting with BBB10.... (which is the number of the REX in our Rainbow-Pool on OmniPCX as I found out) but the calls don't show up anywhere.

    We have a big enough pool of REX (first name "RAINBOW", proACD) and the users/agents aren't self-assigned agents and they all have a preferred group set.

    I had a look on the logs but can't see any reason why it wouldn't connect, I see errors like "internal server error" but no further details. For "normal" users without CCD agent we don't have any of this trouble, it works just fine. I hope you can give us an advice here. Thanks ahead and best regards.

    0
    Comment actions Permalink
  • Stewart DUNCAN

    Hello,

    Not sure if anyone else has experienced this issue:-

    When logged in as an agent in Rainbow, the hold button is no longer present during a call.

    I have screenshots of it working correctly in web version 2.94.9. It is not present in version 2.96.7 since about 2 weeks ago.

    If I create a new Rainbow agent from scratch with same class of service params as normal users, the hold button is not present. Same behaviour in web and windows app versions.

    The hold button is present for normal OXE/REX/Rainbow users in web version 2.96.7 and windows app version.

    0
    Comment actions Permalink
  • Rik BERENDS

    Any chance the agent-feature will be available to OXO-users in the near future?

    0
    Comment actions Permalink
  • Carlo BORGER

    The solutions works fine and does what it is supposed to do.
    What still is missing though is the possibility to  log on and off in the mobile environment.
    When will this be supported?
    It will be a hot topic as soon as Covid is rising up again, so I guess it is time to get this done.

    0
    Comment actions Permalink
  • Jeroen GREVENSTUK

    Hi Carlo,

    Just found this in the new Rainbow Release v105

    CCD [Enterprise, Enterprise conference] [Android, iOS] Mobile phones can be used as Rainbow CCD agents in OXE CCD configuration.

    CCD [Enterprise, Enterprise conference] [Android, iOS] A CCD agent is able to do a search by name in the OXE PBX directory when entering the CCD group for logON to the CCD.

    0
    Comment actions Permalink
  • Carlo BORGER

    To add another annoying one to this login feature.
    Given a CCD agent has managed his/her phone numbers in the profile.
    When this agent is logging in from his/her mobile phone the possibel phone
    shows as Mobile Phone (Internetcalls) (Dutch "Mobiele Telefoon (Internetoproepen)") thus suggesting you can easily use the mobile to logon to.
    However selecting this "preferred option" will not log you on on your Mobile Phone but on your Desktop instead.
    And we have agents in this only using their mobile as phone, not receiving any calls in this case.
    You have to really take care and select always Other Phone to fill in your  mobile number!

    0
    Comment actions Permalink

Please sign in to leave a comment.

Still can't find what you need?

  • Contact Us

    Do you have any question about Rainbow? Leave us a message to get more information.

    Contact
  • Ask the Community

    Do you need help? Ask your questions to the Community and get answers from other Rainbow users.

    Post message