The Device Adapter uses a combination of the two approaches along with the functionality unique for the Device Adapter.
Origin of functionality
Description of functionality
CS 1000
The agent login data consists of the agent ID and delimiters.
The agent login data is displayed on the dialed digits line.
The pound symbol (#) in the login data indicates the end of data entry and triggers registration with the Call Center Elite.
Call Center Elite
Agent uses Log in / Log out key for logging in and logging out.
When a passcode is required, the agent enters it when logging in.
The login data does not include a list of agent skill groups.
After the agent logs in, the endpoint displays the agent ID, the Message Waiting Indicator (MWI) setting specifying whether the phone displays the mailbox status of the phone or of the agent, and the skill groups to which the agent is assigned.
Device Adapter
The asterisk symbol (*) is used in the login data to separate the agent ID from the passcode in the digit string. If password is required, the agent enters the password after the asterisk and completes the string by entering the pound symbol (#), which indicates the end of data entry.
Although the formatting of the data that the agent enters is similar to the data formatting of CS 1000, the agent does not enter different ACD queue directory numbers to select queues to service. Instead, the phone for agents who need such a capability is programmed to have a designated feature key to change and manage skills. The agents use the key to add or delete skills when required. For more information on the functionality of this key, see Avaya Device Adapter Snap-in user experience.
On the agent info display, the first line, which is used to display the name of a caller in Unified Communications, displays the agent ID. The second line displays the Message Waiting Indicator (MWI), and the third line displays the skills.
In case of reboot of the phone or restart of the Device Adapter module, for example, due to outage, Call Center Elite is tries to restore the agent status after restart. If Call Center Elite detects outage after it presented a call to the agent, or Return to Queue On No Answer (RONA) is invoked for a call, Call Center Elite transitions the phone into Auxiliary Work mode which corresponds to unavailable for calls state. If Call Center Elite does not detect outage, two scenarios are possible after restart, depending on the environment:
In Avaya Aura® environment with single Session Manager, the agent remains in logged-in state, and the phone shows the work mode administered on the System Manager or Communication Manager.
In Avaya Aura® environment with both primary and secondary Session Managers, the agent’s work mode is set based on the following:
When re-registration uses the same Session Manager that was used for the agent before the restart, then after restart the agent remains in logged-in state, and the phone shows the work mode administered on System Manager or Communication Manager.
When re-registration uses a different Session Manager than the one used before the restart, then after restart the agent remains in logged-in state but the work mode automatically changes to Auxiliary Work regardless of what value is configured on System Manager or Communication Manager for the work mode on login.
