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Agents in AUX Work mode
Does anyone know how to prevent a logged in agent from automatically going into AUX Work mode when the agent doesn't answer a Queue call. I have never seen anyone do this but there is always that one customer who requests these things.
Thanks |
Hello,
Can I know the CM version? also can I know if the agents are in manual in mode or auto in mode when the call comes in? Thanks, Tristan |
It is CM 3.1 and the agent is in Auto-In when the call rings in
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I think RONA has been set on the split/skill on which the agent received the call, right? if that's the case then that's the way RONA works.
Please advise. |
Route on No Answer (RONA)
I never asked anyone what happens to a caller when RONA is not in use. Certainly, in my mind, nothing good. I always include RONA in all my queues.
The RONA feature is intended to protect the caller who does not receive a timely answer. I normally set all my queues at Medium priority. And I set my RONA vectors to route the caller back into the queue at a High priority so they are first in line for the next agent. The function works like this:
Make sense?:) |
does anyone know how to set a AUX timer? I was told that our agents will go into AUX mode to do work after a call and will not go to Auto-in, but will stay in Aux mode for the default time of 15 minutes, I want to change it to 5 minutes and they auto-in.
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Hi troybell. If I understood right what you ment, that config you can change doing "chanke hunt XX" to the skill number you want to change the ACW time. In page number 2 you will find a fiel "Time ACW interval (sec):" change the value there in seconds to 5 minutes (300 sec)
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