Agent Work
Mode shows
Agent Status
shows
Icon area shows What this means:
(RC if applicable)
Note:
If you have just logged in as an agent, the
work mode is blank.
Auto or Man Aux or Aux RC
(RC if applicable)
A DAC call is waiting in the queue while you
are performing auxiliary work and not available
to receive DAC or ACD calls.
Note:
If you have just logged in as an agent, the
work mode is blank.
Auto or Man ACW You are performing after call work and not
available to receive DAC or ACD calls.
Auto or Man ACW A DAC call is waiting in the queue while you
are performing after call work and not available
to receive DAC or ACD calls.
Auto or Man On-ACD
or
On-DAC
Aux Pend or Aux RC
Pend
You are active on a call, are switching into Aux
state, and have no incoming or pending calls.
Auto or Man On-ACD
or
On-DAC
Aux Pend or Aux RC
Pend
You are active on a call, a DAC call is waiting
in the queue while you are switching into Aux
state.
Note:
If you put a call on hold, then the Agent
Status line displays the On-hold icon.
Auto or Man On-ACD
or
On-DAC
ACW Pend You are active on a call, you are switching into
ACW state, and have no incoming or pending
calls.
Auto or Man On-ACD ACW Pend You are active on a call and a DAC call is
waiting in the queue while you are switching
into ACW state.
Table continues…
Agent Status line display combinations for agents
August 2015 Using Avaya 9621G/9641G/9641GS IP Deskphones SIP for Call Center Agents 15
Comments on this document? infodev@avaya.com
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