Chris,
This sounds like the RONA feature (Redirect On No Answer). After a predefined number of rings, the call will be rerouted to a specific VDN and the agent will be placed in an AUX state (you can define the specific AUX reason code, if you use reason codes).
These settings are all on the third page for the hunt-group form in CM. I think the reason codes may be system wide, check system-parameters features if you need those.
As far as I know, there is no way to redirect the call and leave the agent in an available state.
Hope this helps!
Daryl
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Daryl Johnson
Telecommunications Manager
UPS
Atlanta GA
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Original Message:
Sent: 07-09-2019 11:33 AM
From: Chris Rodier
Subject: Aux Work - How to stop it from going automatically
When an agent is in the Auto-in state, calls are re-routed after three rings and the CM automatically puts the agent in Aux Work state. Is there a way to stop this from happening and leave the agent in Auto-in state after three rings?
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Chris
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