The agent is involved in non ACD work, is on break, in a meeting, or at lunch. Call Management System recognizes the extension as staffed but does not want ACD to route calls there for an extended time. AUX-IN implies that the extension received an extension-in call while in the AUX work mode. AUX-OUT implies that the agent placed an outgoing call while in AUX work. The aux-work button temporarily stops ACD calls from arriving at the phone. The agent normally presses this button before doing non ACD-related work such as taking a break, or doing personal business. Instead of unstaffing the extension or logging off, an agent can press the button, which places the agent in the AUX work mode. To receive ACD calls, the agent presses the manual-in or auto-in button. The aux-work button or the dial access code, if no button is available, is assigned through Communication Manager administration. If an agent is normally logged into more than one split, an aux-work button for each split can be assigned. When the agent presses the aux-work button for a particular split, the agent does not receive calls from the split. However, the agent is still available for calls from the other splits the agent is logged into. If an agent logs in to more than one split or skill and receives an ACD call, the agent is unavailable for calls for other splits or skills. When the service level threshold for an interruptible hunt group exceeds, Communication Manager notifies agents with the interruptible skill who are in the AUX work mode with an interruptible reason code. The notification consists of a display message You are needed, flashing auto-in or manual-in buttons, and an audible tone. Agents who move to an Interruptible Aux mode after the threshold is exceeded are also notified. The duration of notification to Auto-In-Interrupt agents is administrable using the Interruptible Aux Notification Timer (sec) field on page 13 of Feature-Related System Parameters screen. |
