Force out of AUX

[braken2000]

Me again!

Was wondering if anyone knows if it is possible with CM6 to be able to kick agents out of an AUX code and back into AUTO-IN? I have searched high and low and keep getting stuck, yet I have heard of this feature from other avaya admins (although they dont know how to do it)

Thanks smile

 

[AvayaTier3]

change station 12345                                            Page   3 of   5
                                     STATION
 SITE DATA
       Room: 107                                        Headset? n
       Jack:                                            Speaker? n
      Cable:                                           Mounting: d
      Floor:                                        Cord Length: 0
   Building:                                          Set Color:




ABBREVIATED DIALING
     List1: personal 1         List2: group     80       List3: system

BUTTON ASSIGNMENTS
 1: call-appr   Auto-A/D? n        Rg:r  5: autodial   Number: *220035
 2: call-appr   Auto-A/D? n        Rg:r  6: autodial   Number: 12346
 3: call-appr   Auto-A/D? n        Rg:r  7: auto-in
 4: autodial   Number: *31003514510      8: release    Ext:

    voice-mail Number: 2111

list trace station 12345/13

add 6 to the button number for the command above (13 = button 7 + 6) The command is like pushing this button
on the phone. You are able to do this from the SAT Command: prompt.


A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"
Avaya. Too little or no help? Expensive?
For FAST switch support at bargain rates, give bsh a call.

bsh

40 years Bell, AT&T, Lucent, Avaya
Tier 3 for 30 years and counting
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[braken2000]

Thank you for this. Is it possible to do it from within CMS16? I would like the managers to have this ability if possible.

 

[smokinjoe2938]

replace agents with ones that want to work,

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[Stinney]

How do you know 100% without question that the agent is at their desk? If you are depending on a report telling you, then it's a dangerous thing to do in my opnion. If you put them in available and they are not there to answer the call then you're directing a caller to a phone that will go unanswered and RONA. Or worse, delivered to an auto-answer phone and be connected leaving the caller to say hello over and over until they hang up frustrated and call back and get put at the back of the queue.

If the supervisor is close enough to see that the agent is at their desk, they're close enough to call them, IM them or go over to their desk and give them a firm smack in the back of the head.

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[braken2000]

Good point Stinney, didnt really think of that. I suppose it is something that the call centre have asked for, but will push back on it.

What is interruptible aux used for? I dont really get it and it looks like it could be a partial fit for what I am looking for.

I suppose it is worth explaining how the teams operate. There is a core group of inbound advisors and then a second team of outbound advisors. The plan would be to utilise the outbound guys (who sit in AUX all day) to be able to jump on, or be pushed onto auto-in at the discretion of the manager.