Agent Status Line Display Combinations For Agents - Avaya 9608 Manual

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Agent Status line display combinations for agents

What you see on the Agent Status line of the screen depends on what you are doing at the time
(your agent work mode) and whether you are idle or have an active, held, or incoming call.
In the following example, the Agent Status line indicates you are in Auto In mode and there is an
incoming DAC call.
Use this chart as a guide to possible agent status line display combinations.
• ACD=Automatic Call Distribution
• ACW=After Call Work
• Auto=Auto In
• Aux=Auxiliary Work state
• DAC=Direct Agent Call
• Man=Manual In
• RC=Reason Code #
Agent Work Agent Status
Mode shows shows
Auto or Man
Auto or Man Incoming
Auto or Man Incoming-ACD
June 2017
Icon name Where it
appears
Collected Agent Status
Digits line
Information
Icon area shows
Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents
Comments on this document? infodev@avaya.com
Agent Status line display combinations for agents
Description
If the incoming call has collected digits information,
the Deskphone displays this icon before the digits.
Collected digits are digits that the caller entered
before reaching you.
What this means:
You are ready to receive DAC or ACD calls.
You have an incoming non-ACD or non-DAC
call.
You have an incoming ACD call.
Table continues...
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