Avaya Interaction Center 6.0, User Manual, Page: 85 / 220

Using Softphone with DEFINITY Switches
Issue 1.0 June 2002 85
In Auto-In mode, you cannot preset the Softphone while in a call to change from a Busy telephone
state to an Available telephone state. You see an error message if you try to do this. You must reset
the Softphone to change to and from the Aux-work state. See
“Reconnecting to Your Physical
Telephone,” on page 80 .
Be aware of the following issues when using Auto-In mode:
n You should not use this mode when you are handling outbound calls.
n
If you are logged in to email or chat, you should log out of those media before using Auto-In.
n
Presets from your physical telephone while your voice contact is in the InCall state do not
work.
n If your Avaya Agent is not configured for WrapUp, you cannot set a WrapUp preset on your
physical telephone while in automatic mode. (For an explanation of automatic and manual
modes, see
“Changing State Across All Media Channels,” on page 47 .)
n
Other buttons you push on your physical telephone while wrapping up in automatic mode may
not work.
n If your system uses the WrapUp dialog box and you press the AutoIn and ManualIn buttons, a
voice contact may be assigned to you while you are handling another call. You will see a
WrapUp dialog box for the first call after it ends, but a second call may arrive before WrapUp is
complete. This will not happen on subsequent calls.
The following table shows how your agent state changes when you press a telephone button in
either manual or automatic mode.
Initial Agent State Phone Button Pushed Changed Agent State
Available AutoIn
ManualIn
AfterCall
AuxWork No change
No change
No change
Aux-work
Aux-work AutoIn
ManualIn
AfterCall
AuxWork Aux-work
Aux-work
No change
No change
Init aux-work AutoIn
ManualIn
AfterCall
AuxWork Available
Available
No change
No change
Outbound AutoIn
ManualIn
AfterCall
AuxWork Available
Available
No change
Aux-work