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Recent content by tex123
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Agent login to Auto-In, not AUX?
Is it possible on an S8700 system to configure an agent and/or station to login directly to 'auto-in' state? Or will it always default to 'AUX'?- tex123
- Thread
- Replies: 2
- Forum: Avaya: CM/Aura (Definity)
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"LOA" for VDN and Skill
LOA is set on the Hunt Group form, I believe Dynamic Queue Position is the only Avaya Advocate setting that is done on a VDN level.- tex123
- Post #2
- Forum: Avaya: CM/Aura (Definity)
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How does R1 and R2 really work???
Perry, Yes, it sounds like you need to route based on skill level instead of greatest need. With skill level routing, an agent will take calls based on their skill level priority. Service Objective will only come into play then if 2 different call types are in queue at the same skill level...- tex123
- Post #4
- Forum: Avaya: CM/Aura (Definity)
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How does R1 and R2 really work???
The wait time you suggested for the Repair call would invoke R2 agents, meaning the retention agent who comes available would be eligible. Because both skills (Retention and Repair) are greatest need skills, the call selection is determined using the ratio of Predicted Wait Time over Service...- tex123
- Post #2
- Forum: Avaya: CM/Aura (Definity)
