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Logging out
To log out with a reason code, the agent dials the logout FAC, hears a second dial tone and
enters a reason code. The agent hears confirmation tone and is logged out.
Default code
Default code 0 is used when the system puts an agent into AUX work mode or logs the
agent out without the involvement of the agent. For example:
When an agent logs in and is put into AUX mode
When an agent makes or receives a non-ACD call from the available state
When a call is redirected as a result of Redirection on No Answer (RONA) and the agent
is logged out or put into AUX mode
When agent skill assignments are changed while an agent is staffed (the system
automatically logs the agent out and back in)
When an agent forces a logout without entering a code (for example, by pulling the
headset)
When an agent who is requested to enter a reason code fails to enter a valid code within
the 10-second timeout period
When an agent with requested reason codes enters # or *
Considerations
If an agent in Auto-In or Manual-In work mode dials the logout FAC but fails to enter a
reason code and logout reason codes are forced, the agent is returned to the available
state. ACD calls are delivered even if the agent has left the phone. To prevent this, be
certain that agents enter AUX or ACW work mode before logging out.
When an agent changes to AUX work mode and the AUX Work Reason Code Type is
set to none, the agent is put into AUX work mode with the default reason code even if
you have administered a different reason code for the AUX button. Setting AUX Work
Reason Code in this way allows you to complete button administration before activating
the feature.
Do not administer AUX buttons without a reason code for hybrid station sets.
When an agent in AUX work mode is active on a non-ACD call, the agent cannot
immediately change the reason code. A change is pending until the call drops.
There is a limit to the number of agents who can simultaneously be entering either a
reason code or a Call Work Code.
Reason Codes (Category A only)
Issue 1.0 May 2003
203
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