Call Management System 17: How to add more aux reason codes and extend their number from 0-9 to 0-99?


Doc ID    SOLN244966
Version:    10.0
Status:    Published
Published date:    28 Feb 2019
Created Date:    14 Feb 2014
Author:   
Mariusz Sokolowski
 

Details

We are using CMS v17 - now we have defined 9 aux reason codes + 0 as a system, CMS on version 17 have possibility to work with 100 of aux. What we need to change to add more aux reason codes. If we have aux that are administered as one digit, can we add some new ones with two digits, or we have to change the old aux to two digits like (1->01,2->02 and ....)

Problem Clarification

We need to add more aux reason codes in CMS 17

 

Second option is in the CM

Cause

 

Customer need to extend number of his aux reason codes in the company

Solution

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.
 

Additional Relevant Phrases

2Digit Aux Reason Codes

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