Vector Condition if users in AUX

[biggles455]

Am hoping you bright sparks can help.

I have a a couple of lines of business that only have one agent at this time (although this may ramp up). They want a condition that if the agent is on a break then the call goes straight to voicemail. On the surface no worries but caveats are:
Agents should not log off for breaks (Staffed-agents out)
Calls should queue if agent is on call (avail-agents out)

so they want to queue the call if the agents is there but on another call etc but to go to Voicemail if they are off on a break without logging off.

Any thoughts? Any conditionals or variable I can use that looks at the agent workstate and if in AUX then straigtht to voicemail?

Dawn

Efficiency is just intelligent laziness

 

[nutz4daff]

Aux-work is what your looking for

 

[biggles455]

Sorry are you saying that there is a conditional in the vectors called AUX Work? What level is this available on as I don't seem to have it


Dawn

Efficiency is just intelligent laziness

 

[DAVIDPAYNE]

I don't know a way to do what you are asking. If you check for available agents, then in Aux they will not be there and you could send the call to Voice Mail. But if they are on a call then the same thing would happen, because they would still show as not available.

The easy way would be to have the agent log out for break and lunch.

And are they auto answered calls? If they are not, you could use RONA, and then send the calls to voice mail. but that wold only work for one call. Because after that the system would have changed the agents state.

 

[biggles455]

thanks David, yes that's sort of where I wasd but they don't want agents to log off for breaks - Oh well will just go back with options they can have and let the business make the choice!

Dawn

Efficiency is just intelligent laziness

 

[lopes1211]

You could do this with an expected wait step.

if expected wait in skill 1 > 120 seconds goto ????

expected wait will go to infinity if all agents go into aux (or your single agent in your case)

-CL