Table of Contents
Advertisement
ACD contact center features
Detailed description
Forced reason codes
If you have administered forced reason codes, agents cannot enter AUX work mode or log
out until they enter a code. Agents can enter codes 1 — 9, but not default code 0.
If an agent enters an invalid code or fails to enter a code within the 10-second timeout
interval, the change is denied and the agent remains in the current work mode. If the agent
dialed a FAC, the agent hears an intercept tone. If the agent pressed the AUX button, the
AUX lamp flutters and then goes dark (or lights steadily if the agent was already in AUX
with a different reason code).
Requested reason codes
If you have administered requested reason codes, agents need not enter a code to enter
AUX work mode or log out. Agents can enter the codes 0 — 9. If an agent enters an invalid
code or fails to enter a code within the timeout interval, the agent enters AUX work mode
or logs out with default code 0.
Entering AUX work mode
An agent can enter an AUX reason code in one of three ways:
Pressing an AUX work button with an assigned code
Pressing an AUX work button with no assigned code and responding to the prompt for a
reason code
Dialing an AUX work FAC and responding to the dialtone prompt for a reason code
If there are no calls ringing, active, or held at the telephone, agents enter AUX work mode
immediately and the AUX lamp lights steadily. Otherwise, the AUX lamp blinks until the
agent completes all calls at the telephone.
If a button for AUX work is associated with the reason code that the agent entered, the
button lamp lights. If no such AUX button exists, the system lights the first AUX button lamp
with no administered reason code.
You can assign an AUX button without a reason code to an agent's phone. This allows
agents with a limited number of buttons to use all 10 reason codes.
202 Communication Manager Guide to ACD Call Centers
Required forms – Reason Codes feature (continued)
Form
Reason Code
Names
Station
Field
All
RC
Advertisement
Table of Contents
