Automatically going into Aux??

[PhoneTechMan]

Morning all, I just received this email from one of the call center supervisors:

"The reps are automatically being Auxed out when they are on a call with a member or pharmacy that is over 2 + minutes.
It is happening to all the reps. Seems like every call is taking more than 2 minutes to resolve. Both outgoing and incoming calls."

Any ideas on where to look first? I have CMS R13, not running EAS. Thanks In Advance.

 

[PhoneTechMan]

Additional info - They tell me that if they place a caller on hold for an extended period of time, then they go into aux automatically.

 

[4merAvaya]

What is the software veersion of the PBX?

Kevin

 

[PhoneTechMan]

CM 3.0