I am looking for som ehelp with the definition of the AUX0 code within the Avaya CMS reporting system.

The stated definition is vague saying the agent is in the 'system' state. Can anyone define what this means?

Hi Scott,

Aux Code 0 is what I would call default aux time. It's basically time when the communication server automatically puts an agent into aux. i.e. the agent has not selected an aux code.

An example of default aux is when an agent is on auto-in and makes a manual outbound call without selecting an aux code, the cm server automatically puts them in agent state Aux Reason Code 0.

Cheers

john

John,
Thats what I thought, wanted a second opinion, do you know a way to tell what calls are made this way as against from other aux's?

Hi Scott,

No to be honest I can't think of a way using the standard CMS package. If you want to tie back individual calls to the aux status of the agent you would need to use an agent trace. However CMS has limitations on how many concurrent Trace's you are allowed.

I believe the new version IQ though has had these limitations lifted.

I believe the new version IQ though has had these limitations lifted.


IQ has the trace limitations lifted I know...though I am not sure if it has any more robust/streamlined reporting features that would allow you to draw the type of data you are looking for.