Avaya Communication Manager Contact Center, Руководство пользователя

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Redirection on No Answer
Issue 1.0 May 2003 209
Returning AAS agents to service
When RONA redirects a call that was directed to an AAS, the agent is logged out. To return
an AAS agent to service, readminister the agent as a member of the AAS split/skill to be
logged in again in one of the following ways:
●
For ACD splits, remove the agent from the split and then resubmit the split Hunt Group
form with the agent added to it. Alternatively, administer the agent in a different location
in the split members list on the Hunt Group form. Use the
list unstaffed-agents
command to get a list of all AAS agents that have been logged out, not just AAS agents
that were logged out because of a RONA timeout.
●
For EAS skills, readminister the Agent LoginID form so that the AAS agent is
automatically logged in. To determine which EAS agents are logged out, use the
list
agent-loginid
command.
●
For ACD splits and for EAS skills, you can busy-out the AAS agent station with the
G3-
MT busyout station
command and release it with the
release station
command. Releasing the AAS agent station automatically logs the agent in. If all AAS
agent ports on the circuit pack had a RONA timeout, busy-out and release the entire
circuit pack.
●
Use CMS Move Agents to move up to 32 agents at a time into a dedicated unused
split/skill and then move the agents back into the AAS split/skill. You can set this up
using the timetable on a manual-scheduled basis to activate when the VRU has been
restored to service after a failure.
●
Use ASAI to log the logged-out agents back in via ASAI login request messages.
Considerations
●
RONA can timeout while an agent is actually at the station if the agent does not answer
soon enough or has selected another work mode while a call is ringing. RONA handles
the call as usual, making the agent unavailable. With ACD splits, agents at multifunction
telephones know that they have been made unavailable when they see the AUX-Work
lamp lit. They press the Auto-In or Manual-In button to become available.
●
Specify a coverage path or VDN for redirection for nonvector-controlled splits or for
Logical Agent IDs with EAS Direct Agent Calls to ensure that calls are always
redirected.
Interactions
AAS
Use AAS with RONA for VRU ACD non-ASAI adjunct-controlled split/skill applications.
Assign AAS only to ACD hunt groups. When all lines in a vector-controlled AAS split/skill
are logged out, the split/skill is considered unavailable, and vector processing skips the
step in the vector for new calls.