avoid internal calls to extension when the agent is in aux work

[diembi]

Hello,

Is there any configuration to avoid internal calls to extension while the agent in this extension is in aux work? I know there is "do not disturb" option but this option rings the extension and the call is diverted. I would like to not allow calls to the extension if the agent is in aux-work and ACW.

Thank you in advance

 

[Stinney]

I think you are not going to find your perfect solution here. We use send-all-calls, but it does the same as DND. The issue is that the system views the AUX and ACW as a state of the Agent, not the Extension, so it's not looking at the state of the Agent when a call is directed to the Extension. Even if the calls were directed to the Agent ID instead of the Extension, non-ACD calls don't look at Agent states to determine how to route the call.

- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"

 

[diembi]

Ok Stinney, thank you very much. I will try with send-all-calls.