ACD

[bobbywires]

When a agent goes into after-call manually, is it possible for it to go back into auto-in after 2 seconds? I am having a problem with one of the agents saying this happens but not every time.

 

[lawrencemithii]

It should be possible. I've done that multiple times. Are you able to go to the agents work station and confirm this? And if it doesn't work then what does it do? Does the LED just flash a few times?

 

[bobbywires]

Not sure, i would have to check into that.

 

[lawrencemithii]

ok... just post. I turned on email notification so I'll see when you reply. I worked the Avaya help desk for 13 years and when you get back to me I will check my own troubleshooting database and search to see if I worked on this problem before... This database isn't on this laptop.

 

[SF0751]

Is the user going into ACW or AUX? The behavior you describe is what happens when AUX reason codes are used, and the agent does not enter the AUX code. If you are using expanded reason codes, all aux codes must be two digits in length.

Susan
You can have it all. You just can't have it all at once.

 

[Stinney]

If you are talking about using timed ACW so that the system puts the agent back into auto-in at a set amount of seconds after going into ACW then the answer is no.

Avaya documentation states: "Timed ACW is canceled when an agent presses the ACW button or dials the ACW FAC"

So if the agent manually presses the ACW button to go into ACW the timer is cancelled.


- Stinney

Quoting only proves you know how to cut and paste.