Agent - Call Routing when unavailable

[Bondojordo]

Howdy All.

Running Avaya CM 5.2

I have a "call center" programmed, basically 1 VDN to 3 Vectors to 3 individual Hunt Groups with multiple Agent within.

I have each Agent station programmed with AUTOIN and AUXWORK for when they cant take a call and when they come back into ACD routing.

My question is,
A lot of these agents are forgetting or just NOT pressing AUX when they step away, which is causing the calls to continually ring and then drop, causing a lot of complaints from the outside.
Is there any programming possible to allow for the calls to route after a certain amount of rings, to try and find an available agent until it is picked up, or is it really just a matter of the agents following protocol and pressing AUXWORK when they cant take a call?

Any help would be greatly appreciated.
Thanks!

 

[joe2938]

on the hunt groups on page 3 there is a field called redirect on no answer, from there you can enter a vdn that routes it back into the queue at a higher priority, keep in mind the agent that didn't answer will get put into an aux state and will need to auto-in again to take queue calls

 

[Bondojordo]

oooh... Thanks @joe2938

I like the redirect option, but that's not going to fly with these agents, if they are automatically placed in AUX after that.
Thank you though!

 

[joe2938]

They are most likely already getting put into aux if they do not answer an acd call, my suggestion just sends it back into the queue.

 

[Bondojordo]

IS that how it works?
Even if they don't answer a call, they are put in AUX?
I monitor them in BCMS, and its very rare I see them going into AUX mode.

 

[newglide]

If you don't have RONA (Ring no answer) turned on they will not go into AUX mode when they miss a call. You will get the issue you currently have. Sounds like you have 2 options, option 1 managers need to manage their people or option 2 turn on RONA and put the call back into queue and the agent gets put into AUX mode.

 

[Bondojordo]

Thanks everyone.
Sounds like Management needs to keep on their people.
Let me know if anyone else has any ideas.

Thanks again!