Avaya Aux codes

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Strategic Panning Manager

N/a

Avaya Aux codes
I am looking for som ehelp with the definition of the AUX0 code within the Avaya CMS reporting system.

The stated definition is vague saying the agent is in the 'system' state. Can anyone define what this means?

Business Support Manager

Collections Company

Default
Hi Scott,

Aux Code 0 is what I would call default aux time. It's basically time when the communication server automatically puts an agent into aux. i.e. the agent has not selected an aux code.

An example of default aux is when an agent is on auto-in and makes a manual outbound call without selecting an aux code, the cm server automatically puts them in agent state Aux Reason Code 0.

Cheers

john

Strategic Panning Manager

N/a

Thanks John
John,
Thats what I thought, wanted a second opinion, do you know a way to tell what calls are made this way as against from other aux's?




Business Support Manager

Collections Company

Avaya Aux Codes
Hi Scott,

No to be honest I can't think of a way using the standard CMS package. If you want to tie back individual calls to the aux status of the agent you would need to use an agent trace. However CMS has limitations on how many concurrent Trace's you are allowed.

I believe the new version IQ though has had these limitations lifted.

poolboy

Dechaine Consulting Inc

IQ
I believe the new version IQ though has had these limitations lifted.


IQ has the trace limitations lifted I know...though I am not sure if it has any more robust/streamlined reporting features that would allow you to draw the type of data you are looking for.

Aux Code Definitions
Is there a cheat sheet to figure out the aux codes meaning in reporting

AWC - is there a default timer to auto-in an agent after sitting in AWC for too long? agents are abusing this.
AWC - is there a default timer to auto-in an agent after sitting in AWC for too long? agents are abusing this.

ACW
Hi Troy, the admins might want this to be a separate post because it's a different topic from the original but I'll help any way. There's no exact solution to what you describe but there is a concept called Timed ACW which allows you to specify an automatic duration for ACW on each skill. This might help you set a cap on it, but could have the effect of encouraging your agents to use it even when they don't need to and could have knock on effects into your staffing requirements.

My best suggestion would be non-technical - run a scheme that incentivises agents for minimising their use of ACW and try to get them out of that habit.

Aux time - meaning of time in 0? What does it mean? does it mean that the agent did not put himself in aux but the system did?
What does it mean? does it mean that the agent did not put himself in aux but the system did?

Helper

Call Centre Helper

I think that it is to do with Outbound Calls
I think that in this case while the caller is on the phone the Agent makes an Outbound call and does not go into the Aux state.

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