There is not inherent support for AUX features (The ability for users to make themselves unavailable using different codes for track purposes.) The feature can be added to certain editions of Avaya IP Office, but it is considered a licensed feature on a per agent basis, and restricts a customer to using the Avaya Contact Center Reporter (CCR) for reporting.
There is not inherent support for AUX features (The ability for users to make themselves unavailable using different codes for track purposes.) The feature can be added to certain editions of Avaya IP Office, but it is considered a licensed feature on a per agent basis, and restricts a customer to using the Avaya Contact Center Reporter (CCR) for reporting.
Callers cannot be queued to multiple groups at the same time. Any manipulation of an incoming caller must be done through escalating the call to a higher priority group, but the caller cannot keep their existing position in line without being reset, and put back at the beginning of the queue.
