Stop the phone from going to AUX Mode

[bojones09]

I have a sales agent who sometimes needs to work from home and she is logged into her phone at work. If she misses a phone call from the Sales HuntGroup then it goes to AUX out. Then she does not get any more calls from the HG until someone logs her back into the HG. Is there any work around from this happening, to her phone specifically?

We have a standard Avaya system with software version R014x.00.4.739.0

Thank you for your help.

 

[dufus2506]

If you are using redirect on no answer (RONA) then no. You must train the user to put the phone into aux work before she leaves her workstation.

Usually agents working from home will have IP-Agent software to control the workstate of the phone.

Carpe dialem! (Seize the line!)

 

[bojones09]

I checked our vector and we are not using RONA. So if I install IP-Agent software on the users computer then she can control her phone at work with the software on the computer?

 

[dufus2506]

If your PBX is licensed to use IP agent, yes.

Check your license permissions. You may have a few "try-out" licenses.

Use the "display capacity" command. Check page 11, and look for IP_agent licenses. If you have any (it's listed, and the system limit is greater than zero) get the right version (check the version in the rel column) to see.

As long as your agent can connect to your network the IP agent software should allow her to control calls just like any other ACD station.

Carpe dialem! (Seize the line!)

 

[cellrebral]

RONA settings won't be in the vector. You have to check on page two of the display hunt-group that corresponds to the skill. RONA would be a separate VDN and Vector in your system.