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<DIV><SPAN class=009471500-02042005><FONT face=Arial size=2>Hello
All,</FONT></SPAN></DIV>
<DIV><SPAN class=009471500-02042005><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=009471500-02042005><FONT face=Arial size=2>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.</FONT></SPAN></DIV>
<DIV><SPAN class=009471500-02042005><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=009471500-02042005><FONT face=Arial size=2>On the Digium FAQ,
there is a section on ACD terminology which lists the
following:</FONT></SPAN></DIV>
<DIV><SPAN class=009471500-02042005><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=009471500-02042005>ACD_IN (status) - Agent is on an ACD
CALL<BR>EXT_OUT (status) - Agent in on an outbound non-ACD call.<BR>EXT_IN
(status) - Agent is on a non-acd inbound or internal call.<BR>HOLD (status) -
Agent has placed a call on hold.<BR>ACW (status) - Agent is in "After Call Work"
mode.<BR>AUX (status) - Agent has selected an aux work mode to avoid<BR>calls
while remaining logged into the system. Typical AUX codes might <BR>include one
for "supervisor assistance", breaks, answering customer email, performing
callbacks, as well a a "default" aux status<BR>that agents logging into the
system are automatically placed in until they indicate that<BR>they are ready to
take calls. This status typically is used also after<BR>a RONA event (roll over
no answer). RONA (event) - roll over no answer - a call was routed to the agent
<BR>but the call was not picked up. (A flogging offense in most callcenters
;)<BR></SPAN></DIV>
<DIV><SPAN class=009471500-02042005><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=009471500-02042005><FONT face=Arial size=2>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.</FONT></SPAN></DIV>
<DIV><SPAN class=009471500-02042005><FONT face=Arial size=2>However, I can not
find any documents on the cmd's or configuration for an agent to be able to do
this.</FONT></SPAN></DIV>
<DIV><SPAN class=009471500-02042005><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=009471500-02042005><FONT face=Arial size=2>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?</FONT></SPAN></DIV>
<DIV><SPAN class=009471500-02042005><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=009471500-02042005></SPAN><SPAN class=009471500-02042005><FONT
face=Arial size=2>Thanks,</FONT></SPAN></DIV>
<DIV><SPAN class=009471500-02042005><FONT face=Arial
size=2></FONT></SPAN> </DIV>Steve</BODY></HTML>