Skip to main content

We have the following case on one of our customer (V15.1HF10)  : 

 

The dispatcher has his node security set only  to “Paris” region. The dispatcher should be able to dispatch some calls to a tech called “TECHA” which belong to an other Node “Rouen” Because this Tech can work in Rouen or Paris Area. THis tech has a shared schedule done by a dispatcher from Paris’ node and a dispatcher from Rouen’s node.

 

What we have setup  : we have added to TECHA in employe / action group menu  a PARIS action Group which belong to Paris Node.

 

By Doing this when the dispatcher ,which can only access to Paris node ,opens the dispatch console by action group and we choose Paris Action group he is  able to see TECHA  and only  service order asisgned to Paris node , then we are able to assigned calls to TECHA but not to allocate them 

 

Could you tell me if this scenario is correct / supported ? we don’t want to give the Dispatcher access to node Rouen because we don’t want the dispatcher sees calls or data from this node, he can only schedule calls for TECHA for some Paris call

 

Thanks fo ryour feedback

 

 

Hi Christophe,

I don’t believe that is supported as the node security for your Paris dispatcher excludes activities or actions against the Rouen node.  This also includes viewing from my understanding.  It is probably the same the opposite direction for the Dispatcher in the Rouen node not being able to see activities for Paris plus I thought the Dispatcher shows the agents in their primary action groups, not multiple.

I could be wrong but this was my understanding.

 

 

A tech can belong to multiple action groups i believe. Under the employee record you can add more than one action group. Whether this will work how you ask, I’m not sure 

 

 

Reply


Terms & ConditionsCookie settings