New to Definity - AUX work prob

[Trinak]

Hi All,
Recently had a G3R v6 installed on site - learning fast but got a problem. I have a supervisors phone with DDI and ability to login as agent.When she does login the id is accepted, displays which hunt groups ID has been allocated to, then goes automatically goes into AUX work. This is great - BUT 5 seconds later aux work lamp goes out own its own. Why does this happen? is she logged in? how cant i tell?
Great site by the way - really looks like most of you guys know the score.hope you can advise. look forward to being able to reply to some threads myself soon.

 

[Phoneman2]

Look at your hunt group for that skill CH HU XX A couple of pages back you should see a feild about
Timed ACW Interval (sec): 600 This is where you would make the change. Note this will change it for all of them in that group. Wisdom is Knowledge
that is Shared

Thanks All Phoneman2

 

[YIMMER]

Well there is a couple ways 1) stat station XXXX on the bottom left of the page you will see ACD Status .
2) List members hunt group XX this will list all members that are logged in to that hunt group and thier skill level
Hope this helps
Yimmer

 

[Trinak]

Thanks for the info guys, but supervisor is the only one in the hunt group that is experiencing the problem. Phoneman2: isnt ACW after call? It's her AUX work that drops out after logging in. Still learning so could be wrong - appreciate your guidance.

 

[scottyjohn]

when the light goes out is the agent then logged out? If this is the case then check that the light next to the headset button is lit when she logs in otherwise the definity cant see how to deliver calls so it logs the agent out John
ski_69@hotmail.com

 

[Phoneman2]

I tryed something on my switch. Let me know if I'm close. I used a login that is setup for Auto answer. My desk phone is not setup with a headset box. In order for auto in to work it needs a headset box and it needs to be turn on first. check to see if your Sup is set up for auto in and if so turn it off to test this out. Look for this field on your agent form Auto Answer: acd if you hit HELP it will list ACD, ALL, NONE, STATION. If no head set use NONE. Wisdom is Knowledge
that is Shared

Thanks All Phoneman2

 

[Phoneman2]

I tried something on my switch. Let me know if I'm close. I used a login that is setup for Auto answer. My desk phone is not setup with a headset box. In order for auto in to work it needs a headset box and it needs to be turn on first. check to see if your Sup is set up for auto in and if so turn it off to test this out. Look for this field on your agent form Auto Answer: acd if you hit HELP it will list ACD, ALL, NONE, STATION. If no head set use NONE. Wisdom is Knowledge
that is Shared

Thanks All Phoneman2

 

[scottyjohn]

when the light goes out is the agent then logged out? If this is the case then check that the light next to the headset button is lit when she logs in otherwise the definity cant see how to deliver calls so it logs the agent out John
ski_69@hotmail.com

 

[Trinak]

Thanks for info. Have found that switch will automatically logout the agent if the handset is on-hook but agent stays logged in if handset stays off-hook then calls come thru' to call-appr key.so sup can take calls from hunt group but will have to leave handset off-hook. not ideal in my opinion is there a way around this??

 

[Phoneman2]

Just change the sup login, so that its not ACD answer. Then the head/head set will not matter. Wisdom is Knowledge
that is Shared

Thanks All Phoneman2

 

[Trinak]

sorry phoneman2 forgot to mention Auto answer is set to none.

 

[scottyjohn]

Can you just attach a headset and add a button or is this not an option? John
ski_69@hotmail.com

 

[Trinak]

Not an option i'm afraid. she wants to keep handset !!