After call works

[Timbo50]

Hi all

we are operating our cal centers from home using Avaya one X communicator in this covid times not ideal but we had licences for this where other options were available but expensive

After call works

Avaya one X comm does not show ACW as a button so we have programmed a abbr -dial button to do it
but we have found this does not work
If agent on a call and presses it you hear it dial it but agent does not go into ACW after call he goes back to avail

If agent comes off goes into Aux then ACW then ACW appears to work.

Is our problem the ACW is really a contact center operation and we should be using Avaya one X agent or do we have a issues here

Any pointers greatly appreciated

Running CM7 6.214.6 SP14 patch 3 on Avaya one X communicator

 

[Sean655]

You have the right idea. Because ACW can't be used as a button in One-x Comm, you'd have to use One-X Agent to have that functionality on a button. The autodial works only if the phone is idle or if you put the caller on hold and then used the autodial for ACW. I've had the same challenges with ACW and Auto-In.

 

[Turtlepuke]

We tried to use One X Communicator in our call center as a work around due to limited licenses. It's just not the best option. Primarily because the agent is unable to see what AUX state they're in, so they need to rely on a supervisor to tell them.