Avaya Interaction Center 6.0, User Manual, Page: 46 / 220

Chapter 2 Managing Avaya Agent
46 Avaya Agent User’s Guide
Changing Your Agent State
You can make yourself available or unavailable to receive voice, email, or chat contacts or to make
outbound calls. Your current state of availability to handle contacts is called your agent state.
The Agent button in the Status Control bar indicates your current agent state. If you are in
automatic mode, when you click the Agent button, you set your agent state for all channels
simultaneously. See
“Changing State Across All Media Channels,” on page 47 for more
information.
If your administrator has given you permission to enter manual mode, you can also change your
agent state for single channels individually. This would allow you to click media channel buttons
to make yourself Available for one channel (Voice, for example), while you are in Aux-work
(Busy) for other channels (Email and Web Chat, for example). See
“Changing State in a Single
Media Channel,” on page 47 for more information.
The three agent states are shown in the following table:
For information on making yourself available for outbound calling through Outbound Contact, see
“Joining Outbound Jobs,” on page 182 .
Agent State Agent Button Description
Available You are available to accept new contacts. In manual mode, some
media channels may be unavailable, as shown by
an X
on the
buttons.
Aux-work (Busy) You are busy and are unavailable to accept contacts. In
automatic mode, you are unavailable in all media channels so
the Agent button and
all media channels have
an X
. In manual
mode, the Agent button and any unavailable media channels
have
an X
.
Click to enter Aux-work when you go to lunch, handle Outbound
Contact calls, research a customer’s problem, or do any activity
where you cannot handle a contact. Wrapping up a contact is not
considered Aux-work
.
Init. aux-work
(Transition) You are in a transition state between Available and Aux-work.
For example, you have attempted to log out with one or more
contacts that need to be wrapped up. In both automatic and
manual modes, the Agent button has a grey
X when you are in
this state.
At your contact center, you may need to enter the reason for
entering Aux-work and wrap up all active contacts on your
desktop.