Softphone HR issues

[mikedren]

Hi, we are a brand new Genesys customer moving our 4,500 reps to softphones for the first time. We are looking to speak to customers regarding the HR issues around having to wait for the PC to boot up and then being able to log in as a rep. Our reps are required to log into their hard phones 5 minutes before their shift but are allowed to boot the PC after the shift starts before they start receiving calls. Would anyone be willing to speak to us on how they handle the softphone login HR issues ? Thanks

[postx]

? do they have two phones on each place?
are both genesys controlled?

i think genesys will only see the hard phone or the soft phone, both doesn't make any sence...

or do you mean hard phone and cti/agent desktop application?

in this case depending on the configuration you should be able to configure the system that only after login to agentdesktp the agent is logged in to genesys.

[b]are you a customer without an integrator?[/b]

[mikedren]

We currently use Aspect hard phones. We are replacing them all with the Genesys soft phone client.  Currently, with the hard phones, they can log in (so they get credit on payroll) and then boot the PC. They won't be able to log in with the soft phone until the PC boots up. That's why HR is concerned about how we will handle this . Thanks

[postx]

ok, the problem you are facing is that the aspect hard phones won't be reported in the genesys reporting.
solution could be the use a tserver for the aspect pbx to get the events into the genesys system only for reporting not for call distribution...

but when you only want to use softphones in your final architecture their is no easy solution for this "problem".

i know companys which add 5minutes evary day for pc  booting/shutdown to each employees account.

so maybe you want to adjust your reports of the historical reporting (e. g. logontime + 5minutes )

...

[Anth]

Hi mikedren,

You could resolve this issue in one fix.

Get your staff to be logged in and ready before the start of there shift.  As obvious as it sounds, generally people only get paid when they are ready and able to work.  If its an issue with your computers not being switched on I would suggest speaking to your IT Department about a WakeOnLan feature to ensure all computers are switched on and at the login screen xx minutes before the start of Shift

Thanks

Anth