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Chapter 7: Avaya IP Agent basic operations

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.

It is possible for multiple Auxiliary Work modes to be assigned to an extension as

each can

possess a different reason code to indicate the various situations that an agent
cannot receive

calls.
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.

Chapter 7: Avaya IP Agent basic operations

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.

It is possible for multiple Auxiliary Work modes to be assigned to an extension as

each can

possess a different reason code to indicate the various situations that an agent
cannot receive

calls.
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.

Changing work modes

The agent work modes can be changed through the following methods:
Using shortcut keys - See
●

Selecting the associated work mode button on the agent toolbar - See
●

page 119.
Selecting the work mode from the Avaya IP Agent System Tray icon - See

icon

on page 121.

Selecting the work mode from the Agent menu in the main window - See
●

page 114.

Note:
When a work mode is active, the timer, which is displayed in the Call Information
Note:

Panel, displays the total time that the agent has been in the selected work mode.

To disable this timer, see

62
Avaya IP Agent Installation and User Guide for Citrix

Shortcut keys

on page 141.

How to remove the call timer

Agent toolbar

System Tray

Agent menu
on page 154