ACD Login / Aux Work woes

[GregoryF]

In our call center we are seeing an issue with calls "ringing 1/2 a ring and disappearing". What I have found the problem to be is an agent will log in and in the couple of seconds between the Login code and the Aux Work code being dialed a call will slip in and once the Aux Work code is completed the call bumps to the next agent. We use a Power 911 phone GUI produced by Positron and when the agent logs into the workstation the P911 GUI dials the Login code then dials the Aux Work code. My question is; is there a way to have the system put the agents in Aux Work mode when they log in to the ACD instead of having to dial the Aux Work code?

 

[inerguard]

Take out the aux code programming.

When an agent logs in, the system will automatically put them into the default aux-code (aux-0).


[Started on Version 3 software 15 years a go]

 

[GregoryF]

not sure I'm understanding. Are you saying to remove the Aux Work Access Code? In my case *72

 

[mikeydidit]

I think what inerguard is saying is to give them the login and auto-in codes. This makes the agent go straight to the aux-work mode, not sending them calls.

"A people that values its privileges above its principles soon loses both."
- Dwight D. Eisenhower (1890-1969), Inaugural Address, January 20, 1953

For the best response to a question, read faq690-6594

 

[GregoryF]

Sorry for being thick headed but I'm still not getting it.
In essence, the agent sits down and dials #73 (Login Access Code). This sets the agent as ready to take a call. After the Login Code the agent then dials *72 (Aux Work Access Code). If the agent dials the Login code then the Auto-In code there is still the couple of seconds in between codes where a call can sneak in.
Maybe I'm looking at this wrong. I could just keep the agents from dialing the Aux Work code, the calls would still come in right at log in but they wouldn't "disappear". However I don't think this is a viable option as the phone GUI is the first portion of the program to load causing a delay between Login and ready to take a call.

 

[mikeydidit]

The login in code logs them in and puts them in a aux-work state. ACD calls will not go to this agent. Then the auto-in codes and they will get ACD calls.

"A people that values its privileges above its principles soon loses both."
- Dwight D. Eisenhower (1890-1969), Inaugural Address, January 20, 1953

For the best response to a question, read faq690-6594

 

[GregoryF]

I'll see if I can get the P911 phone to not dial the Aux-Work code right after the login code and see what happens.
Thanks

 

[mikeydidit]

It should not have to Greg. The login code does that. You can status the stations as they login and to see what state they are in. That may help you get a better idea of what is doing what.

Glad we could help.

"A people that values its privileges above its principles soon loses both."
- Dwight D. Eisenhower (1890-1969), Inaugural Address, January 20, 1953

For the best response to a question, read faq690-6594

 

[inerguard]

I'll try again with the explanation but make sure you are using the login codes correct.

I'll use these codes as examples: -

Login - *01
Logout - *02
Auto-in - *03
Aux-work - *04
ACW - *05

I'll use 2468 as my login id:-


1) open a line on the phone and dial *01
2) dial 2468

I'm now in aux-code 0 and have never been in auto-in and therefore no calls can sneak in. Make sure the p911 does not dial the aux-code.

I now want to take a call.

3) open a line and dial *03

I can now receive calls straight away.

I now want to go into aux.

4) open a line and dial *05

I'm going to go out and get drunk.

5) open a line and dial *02

I'm now logged out and heading for the bar!!!


[Started on Version 3 software 15 years a go]

 

[GregoryF]

Ok, I see what you are saying. I set up a phone in my office and logged in, auto-in and all that stuff while running a trace on it. And indeed it does automatically go to Aux-work at login. I also ran a trace and tested from one of our work stations and see the same results.

So, with that being said, anyone have any ideas why a call will be presented for 1/2 a ring and go away as the station is being logged into the ACD?

 

[GregoryF]

I see what you guys are saying and agree, I should not be having calls sneak in.

The "List Trace Station" from the phone system only shows the login code and agent ID - dial #73~ 0102# - it does not show the other codes (ACW, Auto-in, Aux-Work) even when I do them manually. The only thing I can imagine is maybe the P911 dials the login code, the auto-in code then the Aux-Work code and the calls are sneaking in between the Auto-In and the Aux-Work codes. Guess I'll have to get Positron on the horn, unless there are any other ideas.