Preventing call assignment, and Visibility of availability status

[JJack]

Hi,

When setting up a team, is there a way to prevent call assignment? We have 'task assignment' turned off, looking for a similar setting for main calls - but only if a manual assignment is attempted, we want assignment via a bpm to work.
 

When looking to assign a call to a particular analyst, is there a way to make the analyst availability more obvious?

In our setup, availability appears approximately in the middle of the screen, several centimetres away from the analyst's online/inactive/offline status  (so far away that I have never previously noticed it, leading to incomprehension on my part when reading some other forum posts).

If the analyst is the first to show for a team, it is also actually unreadable, being green on a blue background:

Is there a setting to change the colours in use?

 

Creating a new availability with 'Do not disturb' set seems to change the letters to black (not red as indicated in User Availability Status (hornbill.com) - 'Having this selected will display the availability status in red'. Black is probably more visible than red. The pre-existing Do not disturb availability, with Do not disturb checked, does display red):

 

[Steve Giller]

For a Status to be "Red" is needs to have the "Present At Work", "Is Working Time", and "Do Not Disturb" options checked ("On Call" is irrelevant.)

[JJack]

Hi @Steve Giller

Ah, I only have:

and it shows as:


ie black text, not red. I'll try it with the other options you mention checked too. Still think that makes the documentation not clear:

• Do Not Disturb
  The user might be at work, in working time, on-call or any combination thereof, but they are not to be disturbed. Having this selected will display the availability status in red

But actually, that point was really just a comment, I'm more concerned about the other issues

[Steve Giller]

5 hours ago, JJack said:

We have 'task assignment' turned off, looking for a similar setting for main calls - but only if a manual assignment is attempted, we want assignment via a bpm to work.

You can disable the Assignment Action for a particular Request Type under the Service settings in the Service Portfolio.

[JJack]

Thanks @Steve Giller but it's manual assignment to a particular team we want to prevent.

[Peter Clough]

If you go to Service Manager configuration, then right at the bottom you should have Service Desk as an option. This will list all the teams available for call assignment, where you can manage who within a team can have calls assigned to them. Anyone not marked as yes here will become unavailable for assignment. I believe (not tested this) that if you deselect everyone in a team, the team becomes unavailable for assignment.

[JJack]

Excellent thought @Steve Giller, thanks, I'll test that out.