Contact Centers, CRM Customer Engagement

I have Direct Agents in my call centers.  When the Agent goes into Auxwork it will block calls from the secondary groups they are a member of, however, calls to the Agent ID still ring to the agent.  I can not figure out why this is happening.  I have CM 8.  I would appreciate any help with this.

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Teenya Hoover Gantt
Corporate Telecommunications Manager
[RHF]
Hickory NC
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Aux work will only block ACD calls as far as I know. Giving the Agent a send calls button on their station will allow them to have direct calls to the Agent ID go to coverage.

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Ryan Murphy
Mr.
Hudson Valley Federal Credit Union
Poughkeepsie NY
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Original Message:
Sent: 09-23-2020 07:06 AM
From: Teenya Hoover Gantt
Subject: Agent ID and Auxwork

I have Direct Agents in my call centers.  When the Agent goes into Auxwork it will block calls from the secondary groups they are a member of, however, calls to the Agent ID still ring to the agent.  I can not figure out why this is happening.  I have CM 8.  I would appreciate any help with this.

------------------------------
Teenya Hoover Gantt
Corporate Telecommunications Manager
[RHF]
Hickory NC
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