Interruptible Aux Work

Last Updated : Sep 23, 2020 |
Prolog information
Metadata
Keywords:

CS 1000 user experience

The CS 1000 environment does not have an equivalent for the Interruptible Auxiliary (Aux) Work feature.

Call Center Elite legacy SIP device user experience

The Interruptible Aux Work feature allows to make agents who are in Auxiliary Work mode available for receiving incoming calls when the number of available agents is insufficient.
Agents must enter interruptible reason codes when going into Aux Work mode to indicate that they can become available using the Interruptible Aux Work feature.
The following table describes the functionalities available with the Interruptible Aux Work feature:
Functionality
Description
Notification of an agent.
Communication Manager sends a message to the agent who is in Aux Work mode notifying that the agent needs to become available. An agent can receive a notification in the following cases:
  • The system requests the agent to become available to start handling calls.
    The agent needs to enter the available state manually. Therefore, a notification of this kind allows to avoid putting an agent into an available state when the agent is not at the agent’s desk.
  • The system notifies the agent of forced transition into the available state.
    A notification of this kind is not applicable to agents who have the auto-answer feature enabled on their phone. This allows to prevent a call from being automatically answered when the agent is not present at the phone.
Forced transition of an agent into the available state.
The administrator can configure the agent’s phone to make the agent available for calls automatically by moving the phone from Aux Work mode to Auto-In or Manual-In work modes.
With this functionality, the agent first receives a notification with a timer, which can be set to a period as short as 1 second. When the timer expires, the agent automatically moves to the available for calls state.
Because the transition does not require any agent’s actions, the phone can become available when the agent is not present at the phone. Therefore, this functionality is not used with the Auto-Answer feature. Without the Auto-Answer feature enabled, if the agent is not present, the unanswered call returns to the queue, and the agent moves to Aux Work mode.
The administrator can use the forced transition programming to move agents with Manual-In work mode configured who are in After Call Work mode back to Manual-In mode.

Avaya Device Adapter Snap-in user experience

The Device Adapter endpoint uses the Call Center Elite handling.
If the agent ID is not included into the list of agents whose Reserve Level permits the Call Center Elite to notify them that they are needed, the system handles all reason codes for Aux Work mode as non-interruptible.
If the agent ID is included into such a list and the agent switches to Aux Work mode using an interruptible reason code, Call Center Elite leaves the agent in Aux Work mode until the queue threshold is exceeded. When the queue threshold is exceeded:
  • The phone displays a notification that the agent needs to become available for calls.
  • The phone provides an audible tone.
  • The work mode indicator flashes to indicate the request for the agent to service calls.
Further handling depends on the Reserve list setting and is described in the following table:
Reserve list setting
Handling description
Notify only
An agent receives a notification. The phone displays the notification until the queue threshold drops below the interrupt value.
Note:
Agents who have the Auto-Answer feature enabled on their phone, use the same handling as the agents with the Notify only setting. Such agents cannot be moved to Auto-In or Manual-In mode because they might not be present at the phone.
Auto-In interrupt
An agent who does not have the Auto-Answer feature enabled on the phone, receives a notification which remains for the duration of the Interruptible Aux Notification timer. When the timer expires, Call Center Elite moves the phone into Auto-In mode.
Manual-In interrupt
An agent who is in Aux Work mode with an interruptible reason code or in After Call Work mode receives a notification which remains for the duration of the Interruptible Aux Notification timer. When the timer expires, Call Center Elite moves the phone into Manual-In mode.