When you are logged in as an agent, the Agent Status line shows your current work mode and
state.
When logged in, the agent work mode is Aux Work but changed to Auto In and Manual In if ACD
call is received.
The agent states are:
State Description
Available This state is automatically assigned when you are available to receive ACD
calls. With Auto In, you are returned to Available after each call is released.
With Manual In, you must press Manual In to return to the available state.
Aux Work You are placed in the Auxiliary Work state after agent login without a
specified work mode. You must change to Auto In or Manual In work mode
to become available to receive incoming call center calls and to select your
mode of operation. You can change back to Auxiliary Work to indicate you
are not available to receive call center calls; for example, when you want to
take a break. Depending on how your system is administered, you might be
prompted to enter a Reason Code when changing to Aux Work
After Call Work Switch to ACW to perform after-call work, such as completing a call-related
form. The call distribution system automatically changes your agent state to
ACW if you are in Manual-In mode.
You may also enter this state automatically when you are in Auto-In mode,
if your system administrator has configured automatic ACW for a preset
time period after call completion.
On Call This state is automatically assigned when you are active on a call. If you
are active on an ACD call, the “On-ACD Call” icon is displayed; otherwise,
the “On non-ACD Call” icon is displayed.
Forced Logout This state is assigned at a specified time determined by your system
administrator. The Forced Logout icon is displayed on the top line only if the
administrator has assigned a logout time for you. If you are not on a call,
you are logged out of the ACD regardless of which agent state you are in.
Logout Override You can invoke this state if you want to continue working after your
scheduled logout time. The Logout Override icon is displayed on the top
line only if you have invoked to override the administered Forced Logout
before the scheduled time.
Pending states are assigned whenever you request a state change while active on a call. For
example, you request to change to an Aux Work state while active on a call. When the call is
released, the pending state change become effective immediately.
About call center-related icons
What you see on the Deskphone display depends on the features that are provisioned for your
Deskphone.
Introduction to the Avaya Call Center agent deskphones
June 2017 Using Avaya 9608/9608G/9611G IP Deskphones SIP for Call Center Agents 8
Comments on this document? infodev@avaya.com
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