VDN call to Direct Agent in AUX mode

[Scott99]

I'm setting up direct agents. I'm using a route-to command to direct a call to an agent. However all works well when in Auto-in but when the agent is in AUX the only visible indicator that a call is waiting is that the AUX button flashes. The caller then hears the DA announcement and music. Is there any way of making the queued call more visible/audible to the direct agent?

 

[Old31V]

To my knowledge, there is no way of making the queued call more visible/audible to a direct agent that is in AUX.

Let us not for get the purpose of AUX

You could always assign a q-calls button to the agents phone. At least the agent would know that there's a call waiting in queue.

Hope this helps.

KG

 

[Scott99]

Thanks. Q-calls light doesnt work on Direct Agent. If I assign the agent the q-calls button for their DA skill, the calls goes into queue when they are on AUX but the light doesnt flash. The call can only be answered by that agent so it seems the DA queue is quite separate to the skill queue. No other agent can pick up that Direct Agents call.
What I'm concerned about is if the call goes into queue the agent is the only one that can answer and the caller hears one announcement and then queues indefinitely while hearing music.

 

[johnnyboy2k3]

I just started another post asking about the Direct Agent, can someone explaine to me how this works or how it is setup?