In the Call Center Elite environment, depending on the settings, the agent can be prompted to enter a reason code for taking a temporary break or completing the work for the current call.
An agent can use one of the following modes to become unavailable for calls:
Unavailability mode
Description
Agent’s action
Aux Work
The mode that an agent uses when taking a temporary break.
The agent can go into Aux Work mode in one of the following ways:
The agent logs in.
To receive calls, an agent must log in and select a call answering mode: Automatic-In or Manual-In. When the agent logs in, the phone displays the icon for Aux Work next to the original Available work mode. No calls are placed to the agent device until the agent switches to Automatic-In or Manual-In mode.
The agent presses the Aux Work key after the call ends or when the call is still in progress.
If the agent presses the key while on a call, and the reason code is required, the agent must enter the reason code to move into Aux Work mode. The phone displays the icon for pending Aux Work mode. When the call ends, the agent switches to Aux Work mode. The phone displays the icon for Aux Work next to the original Available icon. No calls are placed to the agent device until the agent switches to Automatic-In or Manual-In mode again.
If the agent presses the Aux Work key while not on a call, and the reason code is required, the agent must enter the reason code to move into Aux Work mode. The phone displays the icon for Aux Work next to the original Available icon. No calls are placed to the agent device until the agent switches to Automatic-In or Manual-In mode again.
The Call Center Elite server puts the agent into Aux Work mode. The phone displays the icon for Aux Work next to the original Available icon. No calls are placed to the agent device until the agent switches to the Automatic-In or Manual-In mode again.
After Call Work
The mode that an agent uses to complete work for an existing call.
The agent can go into After Call Work mode in one of the following ways:
The agent presses the After Call Work key after the call ends or when the call is still in progress.
If the agent presses the key while on a call, the phone displays the icon for pending After Call Work mode. When the call ends, the agent switches to After Call Work mode. The phone displays the icon for After Call Work next to the original Available icon. No calls are placed to the agent device until the agent switches to Automatic-In or Manual-In mode again. If the Call Work Code is required, the agent must press the Call Work Code key to return to the available state.
If the agent presses the After Call Work key while not on a call, the phone displays the icon for After Call Work next to the original Available icon. No calls are placed to the agent until the agent switches to Automatic-In or Manual-In mode again. If the Call Work code is required, the agent must press the Call Work Code key to return to the available state.
The agent goes into After Call Work mode automatically when in Manual-In mode.
When the call ends, the agent switches to After Call Work mode. The phone displays the icon for After Call Work next to the original Available icon. No calls are placed to the agent device until the agent switches to Automatic-In or Manual-In mode again.
The agent goes into After Call Work mode automatically when in Automatic-In mode with the Timed After Call Work option activated.
When the call ends, the agent switches to After Call Work mode. The phone displays the icon for After Call Work next to the original Available icon. The server runs a timer for the After Call Work. On the timer expiry, the server returns the work mode to Automatic-In. No calls are routed to the agent until the station switches to Automatic-In mode again.
