Call Coverage; Do Not Disturb - Avaya IP Office User Manual

7.6.5 Call Coverage

Call coverage is not applied to queue calls. Therefore it does not affect statistics.

7.6.6 Do Not Disturb

An agent using any Do Not Disturb or Send All Calls feature is treated as selecting the Busy Not Available state. In that
state the agent is not presented queue calls and the state and time in state is reported by the IP Office Customer Call
Reporter.
Busy Not Available (NA)
This agent state indicates that the agent is not available to receive calls while they perform a non-call related activity
such as attending a meeting. This state can be selected by an agent using the DND or SAC button on their phone, see
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indicate the reason they are going into the Busy Not Available state.
If this state is enabled while a queue call is being presented, the call will go to the next available agent and cause the
No Answer statistic for the agent and queue to be incremented.
Reason Codes
For agent on the following phones, when they select Busy NA (Not Available) state using a button on their phone they
will be prompted to select a reason code if any have been configured on the telephone system.
· 2410, 5410, 2420, 5420, 4610, 5610, 5620, 5621, 4620, 4621, 4625, 1708, 1716.
The codes are configured on the telephone system by the system maintainer. The reason code is displayed as part of
Agent State (Queue) statistic information.
Up to 8 custom reasons can be configured plus the following two fixed reasons:
· Automatic
This reason is used if the agent is using a phone that allows reason code selection but fails to select a reason. For
example if they enabled Busy NA through a short code, using Phone Manager or were forced into it by the IP
Office's Agent Status on No Answer feature.
· Unsupported
This reason code is used for agents using phones that do not allow the selection of a reason code.
Programmable Button
·
Most Avaya feature phones supported by IP Office have
maintainer can program each of these buttons with features for use by the phone's user.
· You can select Busy Not Available state by pressing a DND (Do Not Disturb) or SAC (Send All Calls) button on
your phone. You will then be requested to select a reason code from a list displayed on the phone. The
available reason codes are configured by the IP Office system maintainer.
Dialing Short Code
·
The IP Office telephone system maintainer can setup dialing
accessed by dialing the short code number.
· Dial a Do Not Disturb On short code. The default short code is *08. This method does not allow the entry of
a reason code and so is reported just Busy NA.
· Dial a Do Not Disturb Off short code. The default short code is *09.
· Phone Manager Agent Mode
Phone Manager Pro users can select Agent Mode within the applications preferences. This enables a number of
additional icons. Note that selection of this mode can be disabled by the IP Office maintainer. Note: In this mode,
the F1 and F3 functions are swapped. F1 becomes 'account call' and F3 becomes 'make call'.
Busy Not Available
An agent can use this icon to select
NA. The icon can also be used to exit the state.
CCR 1.0 User Guide
IP Office
. This also requires the agent to select one of the
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programmable buttons
short codes
Busy Not Available
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reason codes displayed on their phone to
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. The IP Office system
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that allow special features to be
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state with the default reason code
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Busy
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