Configuring Agent Reserve Level

Last Updated : Jan 24, 2020 |
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  1. Log on to System Manager by using administrative credentials.
  2. On the System Manager web console, navigate to Elements Communication Manager Call Center.
  3. Click Agents.
  4. Select the agent and click Edit.
  5. Click the Agent Skills (S) tab.
  6. In the Reserve Level field, select:
    • Auto In Interrupt: To change to Auto-In when the notification timer expires.
    • Manual In Interrupt: To change to Manual-In when the notification timer expires.
    • Notify Interrupt: To provide notification only.
  7. Click Commit.
    ADDITIONAL INFORMATION:
    Important:
    If auto-answer is enabled on the agent’s phone, then Avaya Aura® Call Center Elite will always set the Reserve Level as Notify Interrupt irrespective of the Reserve Level set by the administrator.
    This is because if auto-answer is enabled and the Reserve Level is set to Auto In Interrupt or Manual In Interrupt, the call will be placed on the agent’s phone automatically. And if the agent is not present at the desk or does not want to answer the call, the call will not be completed and will be considered as a lost call.