Avaya IP Agent Installation And User Manual page 84

Configuring the Avaya communication server
12. On pages 3, 4, and 5 of the station administration forms, assign functions to each
button that you want to appear in your Avaya IP Agent Phone Features window.
You must assign the necessary agent work mode buttons that are used in your contact
center:
auto-in - This function makes agents available for new calls immediately after they
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finish with the current call.
manual-in - This function makes the agent available to take a call and then places
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the agent in the After Call Work (ACW) mode when the call has been completed.
after-call - This function places agents in the After Call Work (ACW) mode.
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aux-work - This function places agents in the Auxiliary Work (AUX) mode. Multiple
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Auxiliary Work buttons with different reason codes can be assigned to this
extension.
Note:
Note:
release - Assignment of this feature is mandatory. This feature terminates the
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current call and line appearance.
callr-info - This function is required only with the Call Prompting feature so that
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agents are allowed to display information collected from the originator of the call.
The Call Prompting feature obtains information from a caller through a
collect-digits vector step on the Avaya communication server.
When this station is connected to the Avaya communication server, the assigned
button functions are displayed in the Avaya IP Agent Phone Features window.
You can find information on all available button functions in the documentation for your
Avaya communication server.
84 Avaya IP Agent Installation and User Guide
You can configure your Avaya communication server to prompt for reason
codes when an agent enters the aux-work state.