Timed Aux?

[Djarum]

I work in a call center where acd is not used and where the agents make inbound/outbound calls. We do not use aux codes either...We want to implement aux codes to gain some type of reporting for cms, but also want the codes to time out and throw the agent back in que. We use a "manual" auto in so the call would not be picked up with dead air on the agent end...We're trying to do the managers job for them through the switch and keep the agents on the phone..Has anybody ever run accross "timed aux"? Thanks

 

[clausen]

There is such a feature as "Timed After Call Work". You must have an "EAS" call center, skills based not split based to have this feature active. It provides what you described above, however it is ACW not AUX time that is provided. If a call arrives to the split and an agent is AUX state the caller will not que, however if the agent is in ACW state it will allow the caller to que. In a Definity AUX time is tracked differently than ACW time in CMS so reports reflect the information accordingly.

Chris