Avaya Interaction Center 6.0, User Manual, Page: 48 / 220

Chapter 2 Managing Avaya Agent
48 Avaya Agent User’s Guide
Manual Mode
If your administrator has given you permission to use manual mode, you can set your agent state
and channel loads manually. This means that you can reduce your channel loads if you want. In
manual mode, you can also change each of the Voice, Email, and Web Chat channels individually
from Available to Busy, and from Busy to Available. In other words, you can be Busy in one
channel while Available in other channels.
You must select a check box to enter manual mode. When you are in manual mode, the Status
Control bar contains channel buttons that you can click. The following illustration shows the
Status Control bar in manual mode:
In manual mode, you can do the following things:
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Set your agent state across all media channels
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Set your agent state for only one media channel
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Set your channel load
To enter manual mode:
1 Right-click in the Avaya Agent Status Control bar.
2 Click Options in the menu to open the Channel Load dialog box.
3 In the Channel Load dialog box, select the Manual Mode check box.
4 Click Apply.
Note: If you cannot access the Manual Mode check box, your administrator has set your channel
load. Contact your administrator for further assistance.
Automatic Mode
In automatic mode, when you click the Agent button, you can only change your agent state across
all media channels at the same time. You cannot change your agent state for a single channel.
Therefore, you are always in the same agent state in all media channels.
When you are in automatic mode, the Status Control bar on the Media tab has only button—the
Agent button. The Voice, Email, and Web channels are icons that you cannot click.