Agents Forced Into Aux-Work Mode

[flydenver]

We have a couple of Call Center agents who have been put in "aux-work" mode by the system, after sitting idle for quite awhile in "auto-in" mode without receiving an ACD call. I cannot find anything on this particular problem. Anyone else?

 

[4merAvaya]

They can be placed in AUX because of a RONA (Redirect on No Answer) where a call is sent to the agent and they don't answer the call within the number of rings defined in the Hunt Group form.

Kevin

 

[flydenver]

This happens without the RONA condition. The agents will sit there idle, for maybe an hour (slow on holidays), in "auto-in" mode, and then they'll look-up at their phone, and "out-of-the-blue", they'll be in "aux-work" mode without touching a button or taking/missing any ACD calls.

 

[4merAvaya]

If you have CMS, put a trace up on the agent. That may give you a clue as to what's going on.

Kevin