Agents in AUX Work mode

[ayrs]

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

[hongc]

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

[ayrs]

It is CM 3.1 and the agent is in Auto-In when the call rings in

[hongc]

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.

[marzahn]

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:

1. Caller in queue
2. Caller is routed to an available agent.
3. The agent does not pick up the call within the allotted time.
4. RONA is enforced and the caller is routed to another agent or a queue at a high priority.
5. The system itself makes the agent unavailable.

Make sense?

[troybell]

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.

[bonifd]

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)