336 - AUX code segmentation in Workspaces
closed
Jeff Grant
We support multiple business units. Each business unit requires AUX codes to help manage off phone activity. Some of these AUX codes are generic and can be used across business units, however some are specific to a business unit.
We have implemented Security Groups and assigned AUX codes to Security Groups that represents a specific line of business. This way when an Agent goes to the drop down in Workplace they only see the AUX codes for their line of business rather than every AUX code defined in the system.
What we have noticed is that while we can do this for Workplace we cannot do this for Workspaces. Can this be a future enhancement request? or is this something that might be coming with AXP Unified Agent Desktop?
IAUG
closed
The IAUG volunteer team has discussed this at length with Avaya. The ability to assign AUX codes to specific business units based on Security Groups is currently supported in Avaya Workplace. This functionality will remain available in Workplace, but is not planned for Workspaces at this time. Avaya’s ongoing development efforts for enhanced agent desktop capabilities, including business-unit-specific AUX code assignment, are focused on the Avaya Infinity platform. Future releases on Infinity are expected to provide broader, cloud-based support for these types of configuration and workflow scenarios.
IAUG
Submitted to Avaya 10/25/24