Default Aux Code when Transferring

[T3l3phony]

I would like to know if there is a way to throw an agent into a specific AUX code when they are transferring a customer to a different department. Right now, it throws them into AUX 0.

We are using and S8710 and callmaster V's

Thanks

 

[nath42]

Hi,

You have to deal with your problem differently : the agent will always be in the Aux 0 state when transferring, loging in, or after a RONA, and that is not something you can change. It is set this way in the system.

What you should do instead is use another Aux reason code when your agents are taking a break, going to lunch, etc ...

Aux reason code 0 will then be used only for system purpose, as intended, and you can calculate easily the actual time your agents are spending into breaks or auxiliary work when checking reports on the other aux codes.