Avaya Support Forums  

Go Back   Avaya Support Forums > IP Telephony and Convergence

Reply
 
Thread Tools Search this Thread Display Modes
  #1  
Old 09-15-2011, 08:07 PM
ayrs ayrs is offline
Member
 
Join Date: Apr 2011
Location: Chino, Ca.
Posts: 7
ayrs has 10 reputation points
Default 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
__________________
Ayr, S.
Reply With Quote
  #2  
Old 09-22-2011, 08:59 PM
hongc hongc is offline
Hot Shot
.
 
Join Date: Aug 2011
Posts: 20
hongc has 10 reputation points
Default

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
Reply With Quote
  #3  
Old 09-22-2011, 09:07 PM
ayrs ayrs is offline
Member
 
Join Date: Apr 2011
Location: Chino, Ca.
Posts: 7
ayrs has 10 reputation points
Default

It is CM 3.1 and the agent is in Auto-In when the call rings in
__________________
Ayr, S.
Reply With Quote
  #4  
Old 09-22-2011, 11:53 PM
hongc hongc is offline
Hot Shot
.
 
Join Date: Aug 2011
Posts: 20
hongc has 10 reputation points
Default

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.
Reply With Quote
  #5  
Old 04-18-2017, 12:24 PM
marzahn's Avatar
marzahn marzahn is offline
Genius
 
Join Date: May 2014
Location: Among the trees in Western RI
Posts: 236
marzahn has 24 reputation pointsmarzahn has 24 reputation points
Solution Delivered 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:
  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?
__________________
Thank you,
Bill Marzahn
Telecommunications Administrator
Neighborhood Health Plan of Rhode Island
299 Promenade Street
Providence, RI 02908-5720
401-459-6677 (Direct "Find-me" Line)
Reply With Quote
  #6  
Old 10-01-2019, 12:59 PM
troybell troybell is offline
Aspiring Member
 
Join Date: Oct 2019
Posts: 1
troybell has 10 reputation points
Default

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.
Reply With Quote
Reply

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump


All times are GMT -7. The time now is 05:36 PM.

This Forum is provided solely for the use and convenience of Avaya customers and partners. Use of the Forum is subject to the Terms and Use and Privacy Statement found at www.avaya.com. No other use is permitted. The Forum including all content posted is “AS IS” and Avaya expressly disclaims all warranties and/or guarantees as to its accuracy, reliability, usefulness, quality or non-infringement of intellectual property. Avaya reserves the right to remove any content posted on the Forum at any time and for whatever reason.

Avaya will not be liable for any content posted on this Forum, including, without limitation, any errors or omissions or for any losses or damages of any kind incurred as a result of use or reliance on any content, regardless of its origin.

You expressly understand and agree that you assume all risks associated with use or reliance on this content.