AUX Codes Not Working 1

[podwaje]

Can anyone explain to me how to set up aux reason codes by using designated buttons. i do not want to implement for my entire call center, only for two hunt groups.

Thanks

 

[nohuhu]

podwaje,

first set the reason code names with 'change reason-code-names' command, then assign your agent stations' buttons: aux-work RC: <reason code here> Grp: <split/skill number here>

 

[nohuhu]

podwaje,

oh, and don't forget to define these reason code names in the cms to get right reporting.

 

[Definity]

You'll have to specify the configuration in "ch sys fea" for aux reason codes as requested.

REASON CODES
Aux Work Reason Code Type: requested

The requested would ensure that only if the reason code is entered it will accept else will timeout to default aux code - '0' after 10 seconds.

 

[podwaje]

i cant go into ch sys fea because i do not want this applied universally.

the problem is they are assigned to 2 hunt groups so would i need to create a button for each hunt?

 

[nohuhu]

podwaje,

yes. the other solution would be to use per-skill aux work reason code types but it is available only in latest r13.

 

[marcell55]

If you only want this for a certain group and you don't have R13, you would still have to "change sys fea" and turn the Aux Reason codes to "Forced" or "Requested".

Then, on all of the groups / stations that you don't want to use the codes, make sure there is a "0" in the RC field of their Aux-Work button. For the people that you do want to have use it, don't put anything in the RC field of their Aux Work button. It will only request Reason Codes when that field is blank.

 

[podwaje]

marcell

perfect. that is exactly what i was looking for. who's better than you?

 

[podwaje]

any way to find all stations with an AUX button?

 

[manfmmd]

Not that I know of, since it is not a fixed entry. Avaya can do it if necessary.