Hello,
Let me preface this by saying I am somewhat of a novice.
I'm interested in the limits of the aux-out feature when an agent misses a call in their queue.
Is it possible to program a vector to take an agent out of aux mode to make them available to attempt to take calls again?
For example, I have a Contact Center with 2 main agents. I am trying to arrange that a call can enter the queue, ring one of the agents, RONA, and re-enter the queue to ring the second agent's phone. Then, enter the queue again to ring on one of the agents' phones and re-enter the queue again to ring on the second agent's phone. After that second iteration, the call should then route-to the particular answering service.
It seems that in order to accomplish the second iteration, the agents would have to be taken out of aux mode.
Is this at all possible with the tools available in CM? Could a creative workaround be possible to accomplish the same "flow?
The current programming is as follows:
Main call vector:
RONA vector:
Any help would be greatly appreciated!
Thank you.
Daniel Fabrizio
Telecom Analyst
Maimonides Medical Center
Brooklyn NY
------------------------------
Daniel Fabrizio
Telecom Analyst
Maimonides Medical Center
Brooklyn NY
------------------------------