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<DIV><SPAN class=424320215-04042005><FONT face=Arial size=2>In most call centers
I have worked in, the agents had the ability to change their status from "auto
ready" or "available" into an AUX of After call state, Aftercall basically works
like wrap time, in that the agent would not receive another call in the queue
until their status was manually changed back to auto ready by a specific key
combination on the dial pad. Aux worked in that the agent could change their
state from auto ready into an AUX state where the press a code that indicates
what type of AUX state they are in, an example would be Aux-Break, or
Aux-Supervisor feedback (for tracking of time, etc.)</FONT></SPAN></DIV>
<DIV><SPAN class=424320215-04042005><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=424320215-04042005><FONT face=Arial size=2>Example, I am an
agent, I receive a call, while on the call, I dial a special key code, and then
when the call disconnects, instead of going right back to the queue and
receiving another call, I go into an After Call state, where I can write notes,
and log the call, etc. Then I would dial another sequence to put me back into a
ready state.</FONT></SPAN></DIV>
<DIV><SPAN class=424320215-04042005><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=424320215-04042005><FONT face=Arial size=2>An example of Aux, I
am an agent, I am in a queue, but not on a call, my supervisor calls my
extension and says they need to discuss one of my previous calls with me. I dial
a code, and my state is changed from auto ready into an Aux state, where I then
dial an additional digit to indicate why I am in Aux, example: Feedback, Break,
etc. I then get back to my desk, and dial a new code to place me back into a
ready state.</FONT></SPAN></DIV>
<DIV><SPAN class=424320215-04042005><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=424320215-04042005><FONT face=Arial size=2>I know that with
Asterisk, you can program a wrap time option to allow the CSR X number of
seconds or minutes of wrap time before receiving another call, but I am looking
for the above functionality over and above the simple implementation of wrap
time.</FONT></SPAN></DIV>
<DIV><SPAN class=424320215-04042005><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=424320215-04042005><FONT face=Arial size=2>I do not want to
just have the agents log in, and out when they don't want a call, but instead
use the functionality I described above as a time keeping system for payroll,
reporting, and agent tracking purposes.</FONT></SPAN></DIV>
<DIV><SPAN class=424320215-04042005><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=424320215-04042005><FONT face=Arial size=2>I sent an email,
with a more ambiguous subject line about this subject, and received no response,
so I am hoping with a better subject line, someone may open the
email.</FONT></SPAN></DIV>
<DIV><SPAN class=424320215-04042005><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=424320215-04042005><FONT face=Arial size=2>In that previous
email I mentioned that on the digium homepage's FAQ it listed some call center
terminology that detailed the above mentioned functionality, but I can not find
and documentation on it, so I am hoping it exists, but has not been documented
yet, and that someone out there has used it, or knows if it truly does exist, or
if I am out of luck.</FONT></SPAN></DIV>
<DIV><SPAN class=424320215-04042005><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=424320215-04042005><FONT face=Arial size=2>The link to the FAQ
section:</FONT></SPAN></DIV>
<DIV><SPAN class=424320215-04042005><FONT face=Arial size=2><A
href="http://www.digium.com/index.php?menu=faq#General_7">http://www.digium.com/index.php?menu=faq#General_7</A></FONT></SPAN></DIV>
<DIV><SPAN class=424320215-04042005><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=424320215-04042005><FONT face=Arial size=2>If I am asking the
wrong list, if someone knows a better place to ask this question, please let me
know.</FONT></SPAN></DIV>
<DIV><SPAN class=424320215-04042005><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=424320215-04042005><FONT face=Arial
size=2>Thanks,</FONT></SPAN></DIV>
<DIV><SPAN class=424320215-04042005><FONT face=Arial
size=2></FONT></SPAN> </DIV>
<DIV><SPAN class=424320215-04042005></SPAN>Steve Mann<BR>Network
Administrator<BR>FineLine Solutions<BR></DIV></BODY></HTML>