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Chapter 3 Managing Inbound Voice Contacts
84 Avaya Agent User’s Guide
Entering Reasons for Becoming Unavailable
If your Softphone uses a DEFINITY telephone switch, you may see a DEFINITY dialog box
whenever you log out or click the Busy button on the Softphone.
In this dialog box, you must select a reason before you can log out or set your telephone to the
Busy state.
To select a DEFINITY Reason:
1
Click the desired reason in the Select Reason field.
2 Click OK.
To clear the dialog box and select another reason, click the Cancel button.
Using the Auto-In Work Mode
This section applies to you only if you are using a DEFINITY telephone switch and you can set the
Auto-In and Manual-In work modes. You may set these work modes by pressing buttons on your
telephone, by entering codes on your telephone, or by using Softphone. The work modes have
been set up at your contact center to correspond to agent states in specified ways. For example, the
AuxWork button on the telephone corresponds, in part, to the Aux-work agent state. See the table
below for the exact changes in agent state that happen when you push the work mode buttons.
The Auto-In work mode automatically assigns you to specific Automatic Call Distributor (ACD)
queues. It makes you available immediately after the end of a call. Therefore, with Auto-In, you
may get another call as soon as you hang up.
If you plan to take a break after your current call while in Auto-In mode, you can change your
work mode or agent state while on the call. The operation does not take effect, however, until you
complete the call. For example, while on a call, you can click the Agent button in the Avaya Agent
to change your agent state to Aux-work. You are placed in Aux-work only after the current call is
completed.