"aux work" button not appearing in one-x communicator

[wheelma2]

I'm trying to setup one of our IT technicians with one-x communicator to help cover help desk calls from a remote office. I've added him to the help desk hunt group, and added an "aux work" button to his station. However, the "aux work" button doesn't appear on his "dial pad" in one-x communicator. Why would this be?

 

[dufus2506]

Same thing happens for me.

I'm not certain (just a suspicion on my part) but I think that's intentional.

I believe that they intentionally keep the agent buttons (aux-work, after-call, auto-in, etc) from showing up on the communicator so they can license the one-X agent software separately.

There is a work around for the one-X communicator, but it's not very elegant. You can create system speed dial buttons that dial the feature codes for aux-work auto-in etc...

The downside is, they don't work the same way. You have to gain a dial tone (pick up an idle line), press the button, and hang up for them to work. It's not as simple as pressing aux-work while you're on a call to take yourself out of the acd group. You'd have to place the call in progress on hold, pick up another line, and press the feature button. THEN you'll be in aux-work when the current call ends.

This is really only an issue for aux-work, and after-call work buttons. (Which would normally be pressed during an acd call.) But it's still a pain.

I think it's particularly rotten of them to block the buttons. Especially since they don't make a point of stating it in the documentation. There's a section of the "Readme" file that is called "KNOWN PROBLEMS AND RESTRICTIONS". You'd expect to see it there, but it's not.

Carpe dialem! (Seize the line!)

 

[wheelma2]

Interesting! Until proven otherwise, I'd have to agree with you... they must be blocking it for monetary gain. Oh well, I usually try to look at both side of the picture... it's the nature of the business they're in. They need to find ways to continue making profits, I guess.

At any rate... our group type is "ddc", so calls go to the first "agent" in the list by priority (unless unavailable). We use the aux-work buttons as a way to "log out" (make unavailable) when it isn't that person's shift to cover calls. In other words, most "agents" are in an aux-work status more often than they're not.

All but one of our "agents" are on hardphones in the office. This one particular "agent" is the exception, so I'm pretty sure that if I just have him log out of one-x completely, then the hunt group will be smart enough to not send him any calls.

 

[dufus2506]

Well, then the work-around might be ok for you.

He can still put himself in aux-work. It's just a two-step process, rather than a one-step.

That, and you lose the ability to really know which mode you're in are all that's truly lost here. The button, being a speed-dial, won't light when you're in Aux-Work.

Check your system licenses. (display capacity command) They typically give you a couple of free IP agent licenses. (Just to get you hooked on it.) Check the rel next to the license limit to see which version. You might be able to use IP agent software instead of One-X communicator.

display capacity Page 11 of 12
CURRENT REGISTRATION COUNTS BY PRODUCT ID

System System
ID Rel Regist. Avail. Limit ID Rel Regist. Avail. Limit
--------------------------------------------------------------------------------
AgentSC : 0 202 202 :
IP_API_A : 0 4 4 :
IP_API_B : 0 10 10 :
IP_Agent 7 : 0 29 29 :


Carpe dialem! (Seize the line!)

 

[jimbojimbo]

Use IP Agent or one-X Agent. IP Softphone and one-X Communicator were not designed for the Call Center.

Jimbo