AUX mode for outbound calls

[kieranmc]

Hi all

some of our agents have to make an outbound call while they have a customer on hold. This automatically defaults their state to AUX 0 - No Reason, which screws up real-time reporting. It's the same for when they're transferring the call to another dept. Can I change the default mode for outbound calls from 0 to something else, or should I have them manually select the other aux code?

Thanks

 

[inerguard]

They will need to manually select another code. Aux-0 is the system default.

As soon as the agent puts the caller on hold, opens another line, etc. etc. the system has to decide what state the agent is in. Now they aren't in ACW or ACDIN etc and they haven't specifically chosen an aux code so the system has to decide what state to put them in and hence it chooses aux-0 by default.


[Started on Version 3 software 15 years a go]