To add more aux reason codes and extend their number form 0-9 to 0-99 we need to modify an existing agent exception configuration and do the following steps:
1. From the Controller window, select Commands > Exceptions.
Supervisor displays the Exceptions window.
2. In the ACD: field, select the ACD on which the split/skill to modify for agent exceptions resides.
3. In the Operations: list, highlight Agent Exceptions.
Note: If you need to add agent exceptions for AUX reason codes 10 through 99, select the appropriate operation for Agent Exceptions Reason Codes 0-49 and Agent Exceptions Reason Codes 50-99.
4. Select OK.
Supervisor displays the Agent Exceptions Administration window.
Note: This is a scrolling dialog that contains more exceptions than those shown in the above graphic. Use the scroll bar on the right side of the dialog to view the other exceptions.
5. In the Split(s)/Skill(s): field, enter the name or number of the split/skill for which the Agent exceptions configuration is to be modified.
6. From the menu bar, select Actions > Find one.
Supervisor locates the Agent exception configuration for the specified split/skill and displays the data in the appropriate fields. If the exception configuration data cannot be found, the status bar displays 0 matches found.
To return all splits/skills, leave the Split(s):/Skill(s): field blank before performing the Find one action. Supervisor will return all split(s)/skill(s) for which you have the read permission. You can then use the Next and Previous menu actions to cycle through the
splits/skills.
7. Perform the following actions in the specified fields for each Exception Type that you wantto monitor:
Active - Place a check mark in this check box to enable the exception and allow it to run and adhere to the parameters that are given in the other fields. Leaving this check box blank disables the exception and CMS will not attempt to track the activity for this
exception.
Time Limit - Enter the time limit in seconds (0 to 28800) for those exception types that use a time limit. This value is used as the minimum or maximum amount of time for an activity depending on the type of exception. If this limit is surpassed, CMS counts this
activity and compares it against the Threshold field. This field requires an entry and cannot be left blank.
Threshold - Enter the number of acceptable occurrences of this activity (0 to 999).
Any occurrences beyond this number will generate an exception. If you want CMS to create an exception on the very first instance, enter 0 in this field. This field requires an entry and cannot be left blank.
8. When all necessary time limits and thresholds have been modified, select Actions >Modify
from the menu bar.
Supervisor updates the data for this split/skill and displays a Successful message in the status bar.
CM
display abbreviated-dialing system ...
display abbreviated-dialing system Page 2 of 7
ABBREVIATED DIALING LIST
SYSTEM LIST
Label Language:english
DIAL CODE LABELS (FOR STATIONS THAT DOWNLOAD LABELS)
16: *60 16: Login
17: #60 17: Logout
18: *643 18: AUX TL
19: *644 19: Break
20: *646 20: Meeting
21: *647 21: Training
22: *648 22: Coaching
23: *645 23: *********
24: *649 24: SME
25: *642 25: *********
26: *6411 26: WFP
The right hand column is the label for handsets like the 24xx, 46xx and 96xx phones. *64 is our FAC and the digit is the aux work code to enter. You could also use the reason codes screen:
display reason-code-names
REASON CODE NAMES
Aux Work Logout
Reason Code 1: Login
Reason Code 2: ********
Reason Code 3: AUX TL
Reason Code 4: Break
Reason Code 5: ********
Reason Code 6: Meeting
Reason Code 7: Training
Reason Code 8: Coaching
Reason Code 9: SME
Default Reason Code:
So looks like example *643 on top points to AUX TL and reason code 3 below does same thing, and the above has 11 options, so if they want to have more Aux codes they can just use the example and add them here?
Then they just add those buttons to the extensions.
so they dial those access codes.