Agent’s availability for calls

Last Updated : Feb 27, 2020 |
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CS 1000 endpoint user experience

On CS 1000, the agent can become available by using the Not Ready toggle key or the ACD In-Calls key if the agent is logged in and in the Not Ready state.
When the agent is in the Not Ready state, the lamp or the icon associated with the Not Ready key lights or shows the Not Ready active status for the endpoint. The agent can be in this state either immediately after logging in or as a result of specific agent’s actions.
If the agent presses the Not Ready key in the Not Ready state, the lamp or the icon of the Not Ready key goes out. The station becomes ready to receive calls, and the agent becomes available.

Avaya Aura® Call Center Elite legacy SIP device user experience

Avaya Aura® Call Center Elite uses the following modes for the agent’s availability:
  • Aux Work (Auxiliary Work)
  • After Call Work
The station can be in the Aux Work mode either immediately after the agent logs in or as a result of specific agent’s actions, for example if the agent presses the Aux Work key. The After Call Work mode is mainly a result of specific agent’s actions. When the agent is in one of these work modes, the phone displays the icon of a corresponding mode.
After logging in, the agent must select a call answering mode using the Feature list menu. Available answering call modes are the following:
  • Automatic-In
  • Manual-In
After the agent selected the call answering mode, the phone displays the selected mode, and the icon for Aux Work or After Call Work disappears. The station becomes ready to receive calls, and the agent becomes available.

Avaya Device Adapter Snap-in user experience

Except for selecting the applicable availability mode, the Call Center Elite user experience is similar to the user experience with CS 1000. However, the Device Adapter uses the Avaya Aura® Call Center Elite model because the Call Center Elite model supports two modes, and Device Adapter uses the Call Center Elite server.
In most cases, the Device Adapter endpoint has only one work mode, either Automatic-In or Manual-In. However, because two modes are available, it is not practical to use the key as a toggle by analogy with CS 1000. Therefore, to leave the unavailable for calls state, the agent must press the Automatic-In or Manual-In feature key.
When the agent presses the work mode key, the icon for that key lights, and the icon for the unavailable work mode key goes dark. If the phone does not already display the agent ID on the status bar, the agent ID is provided as part of the Idle set display. The agent can receive calls according to the selected mode.