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  1. JustAGuy1

    Extn In Calls

    Good morning, Can someone explain to me what Extn In Calls may indicate in an Agent Group Summary Daily report? Our engineers have guessed that it is an agent using Call Pickup on the phone. Some groups within our organization have a much higher number of those calls than others. It also seems...
  2. JustAGuy1

    Is there a way to track when an agent pushes "ignore" when their J179 rings?

    If I wasn't afraid of the agent forgetting to AUX and walking away from their desk...
  3. JustAGuy1

    Is there a way to track when an agent pushes "ignore" when their J179 rings?

    Found that an agent or two may be pressing the "ignore" button on our J179s when they are ringing, and the call goes to another agent that is logged in. It doesn't appear to populate in any RONA reporting. Thank you!

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