Hello
All,
I have been trying
to find a definitive yes or no on this, and have decided to post it to the list
since I can not find and documentation on it.
On the Digium FAQ,
there is a section on ACD terminology which lists the
following:
ACD_IN (status) - Agent is on an ACD
CALL
EXT_OUT (status) - Agent in on an outbound non-ACD call.
EXT_IN (status) - Agent is on a non-acd inbound or internal call.
HOLD (status) - Agent has placed a call on hold.
ACW (status) - Agent is in "After Call Work" mode.
AUX (status) - Agent has selected an aux work mode to avoid
calls while remaining logged into the system. Typical AUX codes might
include one for "supervisor assistance", breaks, answering customer email, performing callbacks, as well a a "default" aux status
that agents logging into the system are automatically placed in until they indicate that
they are ready to take calls. This status typically is used also after
a RONA event (roll over no answer). RONA (event) - roll over no answer - a call was routed to the agent
but the call was not picked up. (A flogging offense in most callcenters ;)
EXT_OUT (status) - Agent in on an outbound non-ACD call.
EXT_IN (status) - Agent is on a non-acd inbound or internal call.
HOLD (status) - Agent has placed a call on hold.
ACW (status) - Agent is in "After Call Work" mode.
AUX (status) - Agent has selected an aux work mode to avoid
calls while remaining logged into the system. Typical AUX codes might
include one for "supervisor assistance", breaks, answering customer email, performing callbacks, as well a a "default" aux status
that agents logging into the system are automatically placed in until they indicate that
they are ready to take calls. This status typically is used also after
a RONA event (roll over no answer). RONA (event) - roll over no answer - a call was routed to the agent
but the call was not picked up. (A flogging offense in most callcenters ;)
Since it is on the
FAQ, this may have mistakenly lead me to believe that there is functionality for
an agent to place themselves into an AUX or ACW state.
However, I can not
find any documents on the cmd's or configuration for an agent to be able to do
this.
Can anyone comment
as to whether the agent and queue features of the switch actually have the
functionality to dial a code, or press a button on an ADSI phone, and have their
state changed into ACW or AUX, etc. so they stop receiving calls, but stay
logged in?
Thanks,
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