Forced agent transition to Aux Work

Last Updated : Feb 27, 2020 |
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CS 1000 user experience

The forced agent transition to the Aux Work state is similar to the forced transition into the Not Ready state.
If an agent does not answer an ACD call, the CS 1000 puts the agent into the Not Ready state. In this case, no reason code is required. The Not Ready state is a default programming option.
If a monitoring device is in Not Ready, the phone is also put into Not Ready.
The CS 1000 and associated call center servers can also initiate the Not Ready state for server-related reasons. The CS 1000 endpoint receives a notification and is moved to Not Ready mode with the corresponding reaction.

Avaya Aura® Call Center Elite legacy SIP device user experience

The feature is similar to the forced transition into the Not Ready state on the CS 1000 phones.
If an agent is on an ACD call, the Return On No Answer feature puts the agent into the Aux Work state. In this case, no reason code is required.
If the monitoring device is in the Aux Work state, the phone is also in Not Ready.
The Avaya Aura® Call Center Elite can also initiate the Aux Work state for other reasons. The SIP device receives the Aux Work notification from the server and move to the Aux Work state.

Avaya Device Adapter Snap-in user experience

Except for the key label, the forced agent transition with the CS 1000 is similar to that with the Avaya Aura® Call Center Elite. If feature key customization is enabled and the Aux Work feature key is configured, the endpoint displays the transition into Aux Work or Not ready.
You can change the Aux Work state in the following ways:
  • By logging out of the extension.
  • By selecting the applicable work mode for the endpoint.