Avaya 9641G - After Call Work State; On Call State; Forced Logout and Override States

State Description
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.
Icon
Icon name Where it
appears
Description
After Call
Work
Agent Status
line
The Deskphone displays this icon when you activate
ACW.
Use this state when you are performing any after
call-related work, such as filling in paperwork after an
ACD call.
Pending ACW Top Line
display
The Deskphone displays this icon when you activate
ACW when you are active on a call.
Aux Work Agent Status
line
The Deskphone displays this icon when you activate
Aux Work.
Enter this state when you are performing non-ACD
activities such as taking a break, or placing an
Table continues…
Introduction to the Avaya Call Center agent deskphones
August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents 10
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