Acw (After-Call Work); Aux (Auxiliary Work); Changing Work Modes - Avaya IP Agent Installation And User Manual

Chapter 7: Avaya IP Agent basic operations

ACW (After-Call Work)

Agents use this work mode to indicate that tasks related to the previous call are being
performed. This button is not usually used in conjunction with the Auto-In feature because
agents with the Auto-In feature are made available for a new call when the current call is
completed.
This work mode can be selected while the agent is on an active call. The change will not occur
until the current call is finished and released. This work mode may not function correctly if the
agent uses it while in Auto-In mode.

AUX (Auxiliary Work)

Agents use this work mode to indicate that they cannot receive calls. Usually, this indicates that
the agent is not in the proximity of the telephone because of meals, approved periods of
inactivity, meetings, training, and so forth.
It is possible for multiple Auxiliary Work modes to be assigned to an extension as each can
possess a different reason code to indicate the various situations that an agent cannot receive
calls.
This work mode can be selected while the agent is on an active call. The change will not occur
until the current call is finished and released.

Changing work modes

The agent work modes can be changed through the following methods:
Using shortcut keys - See
●
Selecting the associated work mode button on the agent toolbar - See
●
page 119.
Selecting the work mode from the Avaya IP Agent System Tray icon - See
●
icon on page 121.
Selecting the work mode from the Agent menu in the main window - See
●
page 114.
Note:
When a work mode is active, the timer, which is displayed in the Call Information
Note:
Panel, displays the total time that the agent has been in the selected work mode.
To disable this timer, see
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Avaya IP Agent Installation and User Guide for Citrix
Shortcut keys on page 141.
How to remove the call timer
Agent toolbar
System Tray
Agent menu
on page 154.
June 2007
on
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