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Linking Outbound Call Activity to an AUX Code

  • 1.  Linking Outbound Call Activity to an AUX Code

    Posted 06-26-2019 08:50 AM
      |   view attached
    Hi Everyone.

    We use Avaya Aura system with CMS

    We are looking to improve our reporting on the manual outbound calls that are made by our technical support team.

    When an outbound call is made, we would like the Aux Reason code to default to an Aux Code labelled "outbound". Is this possible? Today it seems to default to whatever AUX code they are currently in. A screenshot is attached.

    We would also like to have the system place the representative automatically into ACW after the call is complete. Is this also possible?

    Any assistance is greatly appreciated.


    Travis Dorr
    Sr. Manager Contact Center Process and Systems
    Ortho Clinical Diagnostics