Turn off aux-work mode automatically

[larmi]

Is there a way to make a station (part of a hunt group/queue) NOT go to aux-work mode automatically if a call is missed?

 

[cgogan13]

If you don't use RONA, agent will not go into AUX but if you do this, a call sent to an agent in available state that goes unanswered will just ring until the caller hangs up

 

[larmi]

I'm not quite sure what RONA is, sort of new to this.

 

[larmi]

Redirect on No Answer. Got it...

 

[cgogan13]

That's it. It's administered on the hunt group form. If a VDN is set for RONA, unanswered agent calls will reroute to that number and put the agent in AUX. If there is no VDN set, call will just ring until the call is answered or the caller hangs up.

 

[larmi]

Is there a way to have it stop automatically going to AUX? I'd like the call to go to voicemail after 5 rings, but keep the agent in. Currently, with our IP phones, all feature buttons are on page 2 of the phone display... only call-appr's appear on page 1 of the display (and theres apparently no way to change it easily). So, having the phone automatically go to AUX (being on a separate page, and the agent having to go to page 2 to make sure they go back in to the queue) it only makes it difficult for the agent to handle calls, and decreases customer satisfaction when calls are holding. Any ideas?

 

[cgogan13]

Your agents should not be in an available state if they are not ready to take calls, the right way to deal with this issue is to train your agents to go into AUX when they step away or are otherwise engaged.
What IP phones are you using? There may be a way to display more buttons but need to know the phone type.

 

[larmi]

Avaya 9611's ...

 

[montyzummer]

About changing the screens display being difficult thats rubbish its quite easy when you know what you are doing (not a dig at you but the person who told you that who probably could not be arsed to find out how to do it)
what are you wanting to see on page one ?
have you got split screen option enabled ?
you can also have the four soft keys under the display perform different actions depending on how they are programmed.

Regarding stopping agents going into aux , thats what happens and if the phone rings they should be there to answer it`s CALL CENTER 101 , look sir im certainly not having a go at you but i think with a little agent re-education and the phones set up correctly you should have no issues and a happy call center.

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[larmi]

Thanks. I have 8 feature keys on my 9611 phone. Page 1 only shows call appearances. No matter what I put in CM for any of the leading feature buttons for any 9611 station. Here's the deal. If I can get the feature buttons on page 1, then aux-work will not be an issue. I Guess I should have explained that better in the beginning. Thanks for your help!!

 

[montyzummer]

so look at the split screen feature and the flexkeys that can be programmed on the 46xx settings file.

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[larmi]

We have the 46xx settings file, but do not know what to do with it after we change the parameters... That's where we are stuck.

 

[montyzummer]

it sits in the root of your http server that dishes out the firmware to your phones so when the phone boots it looks for this file and applies the settings you have set , the file is sent to the phone usually with a dhcp option string or you statically assign the phones see the guide below it explains everything.

https://downloads.avaya.com/css/P8/documents/100157596

(genral guide but useful and explains dhcp option strings and sson site specific option numbers)

http://downloads.avaya.com/css/P8/documents/100068659

(this one explains what every setting in the 46xx file does plus much much more )

APSS (SME)
ACSS (SME)
ACIS (UC)