Station definitions with less than ten programmable feature keys

Last Updated : Feb 24, 2020 |
Prolog information
Metadata
Although station definitions with less than ten programmable feature keys cannot normally be used as call center agent stations, they may be used for media only with a CTI controller. These station definitions have insufficient feature buttons, which results in loss of buttons. You cannot access the features associated with the lost buttons. Because CS 1000 stations do not have a Feature menu, you cannot access these features from the Feature menu as well.
  • Single line stations cannot be used as call center stations because single line stations require a call appearance button and do not have any extra buttons to provide even the basic call center capability of agent login.
  • Four button stations can provide a call appearance and a login/logout button.
Assume that Call Center Elite provides the following capability in a call center:
  • Forces the agent into the Auto-In work mode after the agent logs in.
  • Provides Timed After Call Work (TACW).
  • Requires agent logout instead of supporting the Aux Work mode.
  • Does not allow any other capability such as Supervisor Assist and displaying the queue status.
If preceding example, the endpoints with less than ten programmable feature keys might be able to provide enough feature buttons to be used. However, these endpoints lack the required display capability.
Hence, Avaya recommends that you use stations with less than ten feature key buttons as CTI controlled media-only endpoints. These endpoints are not recommended when an agent wants to log in to the endpoint as a Call Center Elite agent and use the endpoint to perform the call center operations when connection to the CTI application is lost.