Selecting An Agent Work Mode; Definitions Of Agent Work Modes - Avaya IP Agent Installation And User Manual

Avaya IP Agent basic operations

Selecting an agent work mode

During the course of placing calls, receiving calls, and performing work associated with
those calls, work modes are used to indicate the availability of the agent or the work being
performed.

Definitions of agent work modes

Auto-In and Manual-In
The Auto-In and Manual-In buttons are used to place an agent in the AVAIL (Available)
work mode so that the agent can receive calls.
If an agent is in Auto-In mode and completes a call, the agent is automatically available to
receive another call, or can be placed in After-Call Work (ACW) mode for an administered
length of time. When the timed ACW interval expires, the agent is automatically returned to
available status. If the agent tries to change agent modes while active on a call, the change
is not made until the agent disconnects from the call.
If the agent is in Manual-In mode and completes a call, the agent is automatically placed in
After-Call Work (ACW) mode. To become available to receive another ACD call, the agent
must manually select the Auto-In or Manual-In mode. If the agent tries to change agent
modes while not on an active call, the change takes place immediately.
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.
128 Avaya IP Agent Installation and User Guide