My question would be as to whether or not you can set a daily AUX limit on for instance, AUX 7(Break)time and when the threshold is reached the agent could then be forced into AUX 6(Non-Prod). My hope would be that you can set a max time of break AUX aloud so that should an agent try to take an additional break he would be unable to enter back into AUX 7(break). Is this a possibility?

Thank you,
Gerald

Hi Gerald,

CMS itself is a reporting system so you couldn't achieve this here. You may want to look at what your agents use to connect to your PBX/ACD.

I know with Avaya's softphone you can call an exe on Aux selection, so as an example you could create a screen pop warning when they exceed a set limitation. This can also be different dependant on what aux could is selected.

To force them into another Aux code may be possible but the best place to find out information on this would be by joining Avaya's Dev Connect. This is free to join and provides lots of example SDK's and forums that provide direct contact with Avaya.

Cheers

John