Is there a way to track when an agent pushes "ignore" when their J179 rings?

[JustAGuy1]

Found that an agent or two may be pressing the "ignore" button on our J179s when they are ringing, and the call goes to another agent that is logged in. It doesn't appear to populate in any RONA reporting.

Thank you!

 

[avayaguy23]

solution: set agent to use auto answer

 

[JustAGuy1]

If I wasn't afraid of the agent forgetting to AUX and walking away from their desk...

 

[avayaguy23]

that is an agent management issue.

 

[lopes1211]

Doesn't the IGNORE button just mute the ringer for that call? That wouldn't have any effect on programming for RONA, coverage, CMS reports, etc..... Just stops the audible ring. Did you test this?

-CL

 

[eason72]

Just a thought, can we use DMCC to monitor the button event?