Configuring call work code button for an agent

Last Updated : Feb 25, 2020 |
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Device Adapter for Avaya Aura® Call Center Elite allows an agent to enter a call work code. Call work codes are digit sequences of up to 16 digits. You can use call work codes to track customer-defined events. A call work code depends on a Call Center usage, for example, a call work code can be a social security number or an agent’s account code.
A use case of call work codes in Call Centers can be tracking state of an agent for accounting purpose. In this case, an agent must enter a call work code (account code in this case) before changing the work mode from ACW to Auto-in or Manual-in.
Call work codes can be optional or forced.
If an agent enters a call work code during a call, then it is an optional work code. If you have programmed forced call work code, then the agent has to enter the call work code after the completion of a call, even if the agent has entered the work code during the call.
  1. Log on to System Manager by using administrative credentials.
  2. On the System Manager web console, navigate to Elements Communication Manager Endpoints.
  3. Click Manage Endpoints.
  4. On the Endpoints page, select the CC endpoint for which you want to configure the call work code button, and then click Edit.
  5. On the Edit Endpoint page, click the Button Assignment tab.
    1. In another Button Feature field, click work-code.
    2. In the Button Label field corresponding to the button number that you want to configure as a work code button, type a name for call work code label. For example, WorkCode.
      ADDITIONAL INFORMATION:
      This label appears on the phone.
      If you do not specify a label, the default label that appears on the phone is CWC.
  6. Click Commit to save the changes.