telecomgrrl
Technical User
We've migrated a particular queue from an Aspect ACD system to an Avaya S8700 and the management is looking to replicate the call arrival/end experience for the agents.
The way it used to work:
As long as an agent did nothing on his phone, after a customer would hang up, the agent would automatically re-enter the available state and then take the next call. If the agent determined that he would need to take time after the call to submit an order form, he could press a "Wrap-Up Y/N" softkey during the call to enter what is basically an ACW state at the end when the customer disconnects. There is also an "Idle Y/N" button if the agent is scheduled to take a break at the end of the call. Both of these buttons send the call to a "pending" state, so upon customer disconnect, the phone would then not go into Available (Auto-In).
Is there a way I can get the Avaya phones to do the same thing? The managers would like the agents to get calls coming in one right after another unless they need the ACW time to submit order forms or enter AUX.
So far, the closest thing I've been able to come up with that works somewhat like they want is to set up Timed ACW on the skill for 2 seconds, and then if the agent needs to spend longer in ACW, she can press the button during that 2-second interval, and the ACW time will still count as part of the just-ended call. The same thing if the agent needs to go into AUX - if she hits the AUX button during that 2 seconds she can take her break. The problems we run into are A) we are still seeing ACW after every call that the management would like to eliminate except when needed, and B) if the agent misses the necessary button during that short ACW interval, then she gets selected for the next call instead of being put in the AUX or longer ACW she wanted.
The way it used to work:
As long as an agent did nothing on his phone, after a customer would hang up, the agent would automatically re-enter the available state and then take the next call. If the agent determined that he would need to take time after the call to submit an order form, he could press a "Wrap-Up Y/N" softkey during the call to enter what is basically an ACW state at the end when the customer disconnects. There is also an "Idle Y/N" button if the agent is scheduled to take a break at the end of the call. Both of these buttons send the call to a "pending" state, so upon customer disconnect, the phone would then not go into Available (Auto-In).
Is there a way I can get the Avaya phones to do the same thing? The managers would like the agents to get calls coming in one right after another unless they need the ACW time to submit order forms or enter AUX.
So far, the closest thing I've been able to come up with that works somewhat like they want is to set up Timed ACW on the skill for 2 seconds, and then if the agent needs to spend longer in ACW, she can press the button during that 2-second interval, and the ACW time will still count as part of the just-ended call. The same thing if the agent needs to go into AUX - if she hits the AUX button during that 2 seconds she can take her break. The problems we run into are A) we are still seeing ACW after every call that the management would like to eliminate except when needed, and B) if the agent misses the necessary button during that short ACW interval, then she gets selected for the next call instead of being put in the AUX or longer ACW she wanted.