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Joined: Nov 2010
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Hi all-
Are there different AKYD work commands? On our old GNAV client, we could customize the different types of break types agents used but not the work types. We recently upgraded to GNAV Pro client version 6.1.20 which now allows us to create different work types for agents to use.
The issue is the specific work type doesn't show up in the real-time client, just the generic "Work" status. Is there a way to get the specific work status to show up? I was thinking maybe it's a different work command that needed to be programmed in AKYD.
It doesn't make sense that the client would allow you to create different work types, yet the real-time client and none of the reports can reflect the specific status.
Please help!
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Joined: Nov 2010
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I forgot to add, we're using the NEC NEAX 2400. Matworx v. 1.0-124. Dterm SeriesE 16-button phones.
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Joined: Aug 2005
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Okay, I think this is more of a MatWorx question, because so far as I know there is only one AKYD command. What kind of 2400 are you running? -- IMS, IMX, IPX?
On a second reading of the question... It sounds like you have an ACD group, and the ACD management software (GNAV?) interfaces to the PBX. So you're getting only one type of "work" (busy-out) signal from the PBX, and you'd like the PBX to send you multiple types of busy-out signal.
I don't think that this will be possible as a modification of the PBX through AKYD. There may be a way to work around this, but you will need guidance from a certified technician onsite.
I recommend that you call the vendor who sold you this set-up, or contact one of the fine technicians on this board who happens to service your area of Wisconsin.
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Joined: Apr 2007
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I know you define Work types in GnavPro, I have not implemented different work types but is is possible you use a tally code?
Press Work then 1-8 etc...
???
Not sure, but I'm interested in what you find as I will be setting up the exact same scenario on an 8500 in a few weeks.
D
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Joined: Nov 2010
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@Telephone Guy It's IPX. Yeah, I wasn't really sure where to start on this one. I figured the setup was either something to do with MatWorx or AKYD. You are correct, we're just receiving one work signal right now. We have a real-time client that interfaces with a server (which is collecting real-time/historical data from the switch) which tells supervisors what state the agents are in. On this same client, we have the option to create the different break/work modes.
In Matworx, you can check a box in the split setup for multiple break types but there's not a similar checkbox for work types. If it's not AKYD then I wonder if a newer version of MatWorx is around that allows configuration for multiple work types.
@doghart Yes, we were thinking the process for going into a different work modes would be similar to punching into a different break mode or punching a tally.
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As a work-around, you might train the people to use multiple break types. Then you would just have to know that "Lunch" meant "filling out order form XYZ."
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