Agent work mode change
The
auto-in
and
manual-in
feature buttons are available for agents to change the work mode.
You can administer
auto-in
so that Communication Manager delivers calls to agents automatically.
In the manual-in work mode, the agent must receive calls manually.
Agent state change to Auxiliary (AUX) Work
The
aux-work
feature button, if administered as
forced
or
requested
, is available with entry of
an AUX Work reason code.
If an agent is on an ACD call and presses
aux-work
, Communication Manager accepts the
request for change of agent work state and displays a pending indication on the phone display
until the agent drops the call. Communication Manager then notifies the agent of the work state
change.
Agent state change to After Call Work (ACW)
When an agent is on an ACD call and presses
acw
, Communication Manager accepts the request
for change of agent work state and displays a pending indication on the phone display until the
agent drops the call. Communication Manager then notifies the agent of the work state change.
Related links
Avaya 96X1 SIP agent deskphones
on page 21
Communication Manager invoked changes
Communication Manager notifies the deskphone of changes to the agent work state, agent login,
or logout to account for situations such as the following:
• When an agent state automatically changes to ACW after releasing or disconnecting the call,
Communication Manager notifies the SIP phone of an agent state change to the Manual-in
work mode.
• When an agent in the Auto-in work mode disconnects an ACD call, Communication Manager
notifies the SIP phone of an agent state change to Timed ACW.
• When Maximum Agent Occupancy (MAO) is less than the threshold, Communication
Manager notifies the SIP phone of an agent state change from AUX work to Available. The
SIP phone displays the reason code for the state change.
• When the administered forced logout from ACW or clock time for an agent is reached,
Communication Manager plays a tone if the agent is on an ACD call. The agent can press
logout-ovr
to cancel the forced logout. If the agent does not press
logout-ovr
, a pending
logout indication displays on the SIP phone and Communication Manager logs the agent out
after the agent disconnects the ACD call.
• When you administer an agent AUX work mode as interruptible, Communication Manager
notifies the SIP phone if the agent state changes from AUX work to Available.
• When agents in a particular skill or location are forced to logout or enter the AUX Work mode,
Communication Manager notifies the SIP phone.
Related links
Avaya 96X1 SIP agent deskphones
on page 21
Avaya 96X1 SIP agent deskphones
June 2019
Using 96X1 SIP agent deskphones with Call Center Elite
24