Auto-in times out

[njadmin]

I have a small call center setup (it's new and working) but the agents are seeing something odd. I have setup 4 buttons for them login, auto-in, aux-work and logout. They are all following the directions I gave them but it seems the system will place them in aux-work after a while. The center is not always busy and sometimes they go awhile with out calls. I tried to find a timeout setting but can't seem to locate anything like it. Definity G3si V12

 

[b4rney]

Is this Expert Agent or BCMS?
Have you tried running a trace?

 

[njadmin]

It's BCMS and no I haven't run a trace (I wouldn't know what to trace)

 

[gblucas]

Are you sure that they are not rolling a call. If a call is presented to an agent and they fail to answer the phone, the system will put them in aux-work automatically. You control the number of rings in the hunt group. It is possible that the agent has left their phone, and when they come back they are in aux-work. The term in the PBX is called RONA, re-direct on no answer. I don't know if that is it, but I get these complaints all the time.

gblucas

 

[njadmin]

I just asked one of them for some more info and that seems to be the case. I'll make sure to pass that on to them.

Thanks

Jason

/still learning the stuff for ACD/BCMS, first time I ever set this up myself

 

[YIMMER]

Give you set a RONA buton (noans-alrt) for the Q or Q's in question and this will give you the info your looking for
Yimmer

 

[njadmin]

HEY I like that RONA button!!!
Since I have a Display it tells me who rolled it!
Now I can hold that against them.

 

[YIMMER]

the only downfall to that is if you have multi roma staff it will only show you one, So you need to check all the time.