How Do I Force Agents into Available from After Call Work

[discomonkfish]

Hello

Can anyone tell me if there is a facility on Definity to force an agent into the available state if they are on After call work or aux work.

I have checked in the manuals and system wide feature screens, feature access codes etc and can't find anything.

Any help gratefully received.

 

[mkoele]

If you are using EAS, you can make it an "AAS" split/skill (Auto Available Skill) and then on the agent form, stroke the AAS field to yes as well. This is typically what is used for IVR applications and such. You can also use Timed ACW thich allows the gants so many seconds in ACW before making them avaialable again.

Mike

http://www.mdksolutions.com

 

[SF0751]

To the best of my knowledge, you cannot force an agent out of an AUX mode and back to Available (other than standing at their desk and "gently" reminding them).

For after-call-work, you can set a specific amount of ACW time per split/skill on the appropriate hunt group form. Agents with a skill with time ACW will automatically go back to Available after the time has elapased.

Susan
[sup]Don't part with your illusions. When they are gone you may still exist, but you have ceased to live. - Mark Twain[/sup]