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Congratulations Mike Lewis on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!
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MIA and LOA
Another factor is dont try and guess which agent will get the next call using CMS. CMS only monitors state changes not true MIA or Occupancy time. You have to look at the measurements in the switch to find the real data the ACD uses for agent selection. Also here is a little know fact. If I...- indygnwd
- Post #5
- Forum: Avaya: CM/Aura (Definity)
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Whisper not playing
Also make sure you have the vdn override setting correct. If you do not understand how override works I can explain it to you. It has a major impact on skill preferencing, name displays, Org annc, vdn variables and some other stuff.- indygnwd
- Post #6
- Forum: Avaya: CM/Aura (Definity)
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Auto Answer Help
Try turning on Direct Agent, and assign the agent a direct agent skill. They already have one so you can just use that one if you like. Next, turn on auto-answer on the station to all, on the agent id form acd. Sounds like you have already configured this so you may not need to change it...- indygnwd
- Post #7
- Forum: Avaya: CM/Aura (Definity)
