Avaya Device Adapter Snap-in user experience

Last Updated : Jun 04, 2021 |
Prolog information
Metadata
Keywords:
Most of the user experience with Device Adapter is based on the Call Center Elite model. However, the user experience is more similar to the CS 1000 user experience because the functionality of Aux Work mode is similar to the functionality of the Not Ready key in CS 1000.
The user can assign custom labels to the station keys. The Aux Work key provides the closest match to the CS 1000 Not Ready key, including reason codes (referred to as Activity Codes in CS 1000) for the transitions. If the user assigns the custom label Not Ready to the Aux Work key, the user experience of becoming unavailable for calls will be very similar to the user experience with CS 1000. The only differences are that the key is not a toggle in Call Center Elite, and that the reason codes do not require pressing the Account Activity Code key to enter the data. The Aux Work transitions with the most basic programming do not require reason codes.
With Device Adapter, an agent can use the Aux Work key to go into Aux Work mode or After Call Work mode.
Unavailability mode
Agent’s action
Aux Work
The agent can go into Aux Work mode in one of the following ways:
  • The agent logs in.
    The phone displays the icon for the Aux Work key next to the key. 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 when the call is still in progress or after the call ends.
  • The Call Center Elite server puts the agent into Aux Work mode.
    The icon for Aux Work displays Active (equivalent of Answered on the CS 1000 endpoints) next to the key. No calls are placed to the agent device until the agent switches to Automatic-In or Manual-In mode again.
After Call Work mode
With basic ACD programming on the Call Center Elite, the After Call Work transitions do not require call work codes.
The agent can go into After Call Work mode in one of the following ways:
  • The agent presses the After Call Work key when the call is still in progress or after the call ends.
  • 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 icon for the After Call Work key displays Active (equivalent of Answered on the CS 1000 endpoints) next to the key. No calls are routed 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 Timed After Call Work option activated.
    When the call ends, the call moves into After Call Work mode. The icon for the After Call Work key displays Active (equivalent of Answered on the CS 1000 endpoints) next to the key. The server runs a timer for After Call Work mode. On the timer expiry, the server returns the work mode to Automatic-In. No calls are placed to the agent device until the station switches to Automatic-In mode again.