AUX vs. After Call Work Buttons (Which will work better) 3

[Toni269]

Avaya told me to change all of my AUX buttons in my hunt group to "after call work" buttons.

If I do this what happens when there is a RONA?
Do I still need an AUX button in place for that?
Also do you know how this will be reported on BCMS Stats?

Thanks for any help/advice!

Toni

 

[marcell55]

I recommend having both AUX and After Call Work buttons. Both of them make the agent unavailable to receive calls from queue, but you can get seperate statistics on them.
I don't ever like removing the AUX button entirely because Agents still go into AUX when they first log in as well as when calls get RONA'd.

Was there a particular reason that they want you to use ACW instead of AUX?

 

[AvayaHelp]

We use both as well. The ACW can be set in the Hunt for whatever seconds you want, this will allow the agent to go into ACW state after the call is finished and thus give them time to wrap up their notes, so if you set it at 60 sec then they have 60 seconds to finish the call before the switch automatically puts them into Auto-in mode ready for the next call. The AUX would be used with reason codes. So if you want to know why the Agent was not available to take calls you create reason codes on the switch and the Agent then uses the AUX + Reason Code to account for what he is doing ie: Lunch, Break etc. And this is all tracked in an Agent Report.

Avaya, Octel, AUDIX, CMS and other fun stuff.

"There is always a way, it may not be pretty but there is always a way."

&quot;I don't have a technical solution to your management problem.&quot; <PeaveyPhones>

P:-D

 

[Toni269]

Marcell55,

Yes we have had some strange trouble lateley with 3 different clients saying that the called us and the phones just rang and rang and no one picked up. We made a change to my vector and they also recommended changing the AUX to After Call Work so that the calls would "queue" to the group even if all agents were in AUX mode.

They said that a call would not queue to the group if everyone is in AUX and that it just needs to be changed.

Vector
01 goto vector 60 if staffed-agents in split 2 = 0
02 queue-to split 2 pri m
03 check split 16 pri m if available-agents > 0
04 wait-time 5 secs hearing ringback
05 goto step 2 if unconditionally

Agent Phone
ABBREVIATED DIALING
List1: List2: group 2 List3: system

BUTTON ASSIGNMENTS
1: call-appr 5: q-calls Grp: 2
2: call-appr 6: aux-work RC: 1 Grp: 2
3: call-appr 7: auto-in Grp: 2
4: assist Grp: 2 8: headset


SOFTKEY BUTTON ASSIGNMENTS

1: abrv-dial List: 2 DC: 01
2: abrv-dial List: 2 DC: 02
3: abrv-dial List: 2 DC: 03
4: timer
5: abrv-dial List: 2 DC: 04
6: abrv-dial List: 2 DC: 05
7: abrv-dial List: 2 DC: 06
8: vu-display Fmt: 1 ID:
9: vu-display Fmt: 8 ID:
10: drop
11: directory
12: abr-prog

 

[Definity]

Toni,
I don't agree with Avaya either to remove the AUX button. If they are claiming "that the calls would 'queue' to the group even if all agents were in AUX mode." The same is true for ACW also.
You might want to put in a music step ( step 4 as- wait time 30 sec hearing music) in the vector to play the music when the call is in the queue so you would be clear whether the agents are busy (you'll get music) or the call is ringing on the phone (you'll get ring)..
If you have CMS, you can check from the CMS hagent report whether the call was ringing with some agent for the entire duration..

 

[Toni269]

I had an opportunity to speak with a call center design specialist and he also recommended leaving the AUX button in place but said to log in a spare phone (in the switch room) and place that single phone in After Call Work mode and just leave it like that. He said if just one phone is left in ACW mode it would still queue.

Thank you everyone for your help!

Toni