Dear all,
we want to solve a request from our contact center management to be able to notify or force the agents in a specific AUX to participate on the picking up calls in a queue in case the queue is busy / has low % Within Service Level. We realized that our Avaya CM 5.2.1 should have the Interruptible AUX feature available. And it has, but we feel like it is not working as described in manuals and so it can not be used in reality.
We have successfully set it on the 3 CM configuration places (change sys fea pg 13, change hunt x pg 2, change agent x) but during testing of that we feel like the deactivation treshold does not work properly.
The problem is that the deactivation treshold of the Interruptible AUX feature seems not to work properly or work at all.
Questions:
1 - When takes effect a change in Interruptible AUX Deactivation Treshold in change system features command? Immediately, next midnigth or when?
2 - Does someone of you really use the feature in an Avaya contact center?
3 - Is there a place in CM / Avaya Site Administration to check the current % Within Service level result on the relevant skill to make sure how it is handled against the treshold set in the ch sys fea? I am comparing that to a integrated reports in Avaya CMS (ver. 16.3) for the whole day and maybe it is the reason why it works different than expected.
We can receive "You are needed" message on the phones with interruptible AUX enabled when the service level on the relevant skill goes under the activation treshold (Service Level Target 80% in 20 sec). But from the time we can not get rid of that till end of the day even if the SL on the skill goes much across 90%. The Interruptible AUX Deactivation Treshold in ch sys fea is set to 85%.
The issue seems to be similar like in thread690-1722591 .
So generally - please - do you have a positive or negative experience with the feature?
Best regards,
Zbynek
we want to solve a request from our contact center management to be able to notify or force the agents in a specific AUX to participate on the picking up calls in a queue in case the queue is busy / has low % Within Service Level. We realized that our Avaya CM 5.2.1 should have the Interruptible AUX feature available. And it has, but we feel like it is not working as described in manuals and so it can not be used in reality.
We have successfully set it on the 3 CM configuration places (change sys fea pg 13, change hunt x pg 2, change agent x) but during testing of that we feel like the deactivation treshold does not work properly.
The problem is that the deactivation treshold of the Interruptible AUX feature seems not to work properly or work at all.
Questions:
1 - When takes effect a change in Interruptible AUX Deactivation Treshold in change system features command? Immediately, next midnigth or when?
2 - Does someone of you really use the feature in an Avaya contact center?
3 - Is there a place in CM / Avaya Site Administration to check the current % Within Service level result on the relevant skill to make sure how it is handled against the treshold set in the ch sys fea? I am comparing that to a integrated reports in Avaya CMS (ver. 16.3) for the whole day and maybe it is the reason why it works different than expected.
We can receive "You are needed" message on the phones with interruptible AUX enabled when the service level on the relevant skill goes under the activation treshold (Service Level Target 80% in 20 sec). But from the time we can not get rid of that till end of the day even if the SL on the skill goes much across 90%. The Interruptible AUX Deactivation Treshold in ch sys fea is set to 85%.
The issue seems to be similar like in thread690-1722591 .
So generally - please - do you have a positive or negative experience with the feature?
Best regards,
Zbynek