Agent work modes

Last Updated : Feb 27, 2020 |
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An agent work mode determines your current state and availability to receive incoming Automatic Call Distribution (ACD) and Direct Agent Call (DAC) call center calls. Call Center Elite does not route ACD and DAC calls to your phone when you are in an Aux mode or ACW mode.
For example, if you are in an Aux Work mode, you are unavailable to receive incoming ACD and DAC calls. You must be in an Auto-in or Manual-in mode to receive incoming ACD and DAC calls.
However, if the system administrator has configured the Aux work Reason code as Interruptible, Call Center Elite can interrupt the Aux work mode and present the call on your phone.
An exception to this are the station extension calls, which do not require an agent to log in. Unlike ACD and DAC calls, which are distributed by Call Center Elite, a station extension call arrives directly at the station and is not affected by the agent work mode. Hence, a station extension call arrives at the station irrespective of whether you are logged in or logged out of the phone, provided a call appearance is available on your phone.
Note:
Work modes are available on the phone only if you are logged in to the phone as an agent and the system administrator has performed the required configuration.
The following table provides information about the various work modes:
Work mode
Description
Auto-in
In an Auto-in mode the state automatically changes to Available depending on the following:
  • If Timed After Call Work (TACW) is configured, the state changes to Available after you end the call and complete the timed after call work.
  • If TACW is not configured, the state changes to Available after you end the call.
Manual-in
In a Manual-in mode, the mode automatically transitions to After Call Work (ACW) after you end a call.
After you complete the after-call work, you must press the Manual-in button to become available to receive incoming call center calls.
Aux Work
An Auxiliary (Aux) work mode indicates that you are logged in as a call center agent without a specified call handling work mode, and are not performing after-call work for the last call. In an Aux work mode, you are not available to receive incoming call center calls.
You can use the Aux work mode for reasons such as to take a lunch break.
If your system administrator has configured the Aux work mode such that it requires you to provide a Reason code to switch to an Aux mode, then you must provide a Reason code when changing the mode to Aux.
If you are in an Aux work mode, you must change the mode to Auto In or Manual In to become available to receive incoming call center calls.
For more information, see Auxiliary Work.
After Call Work (ACW)
Timed After Call Work (TACW)
ACW and TACW work modes indicate that you are performing after-call work, such as completing a call-related form, after you end an incoming call.
ACW and TACW modes function in the following ways:
  • ACW:
    • If you are in a Manual-in mode and end the call, the mode automatically transitions to ACW mode. After completing the after-call work, you must manually change the mode to Manual-in or Auto-in, provided Auto-in is also available on your phone.
    • If you press the ACW button during an active call, the mode changes to Pending ACW. The mode changes to ACW only after you end the call.
    • If you are in the following modes and press the ACW button, the mode changes to ACW:
      • Aux Work mode
      • In an idle state when in an Auto-in or Manual-in mode
  • TACW:
    If you are in an Auto-in mode and end the call, the mode automatically transitions to TACW mode, which has a timer set for you to perform after call work. After the time elapses, the mode automatically transitions to Auto-in. However, you can press the ACW key to override the TACW timer and switch to the ACW mode.
    Note:
    TACW is available only if the system administrator has configured the TACW mode for your phone.
For more information, see After Call Work.
Note:
  • The agent’s work mode on Avaya Aura® Call Center Elite always takes precedence over the agent’s work mode on the phone.
    For example, if an agent’s work mode is Auto-in on the phone and the agent is available to receive incoming calls, but the agent’s work mode in Avaya Aura® Call Center Elite is Aux Work, then Device Adapter changes the agent’s work mode on the phone to Aux Work. This can happen, for example, when the device loses its connection for a short time and misses the state change update.
    The configuration on Avaya Aura® Call Center Elite determines the work mode of the agent.
  • The services configured on Avaya Aura® Call Center Elite can change the agent work mode without any user action. For example, the Return On No Answer (RONA) service can divert an active call from one agent and assign it to another agent by putting the first agent in an Aux work mode. This service does not need any user action, provided the service is enabled on Avaya Aura® Call Center Elite.
  • If your phone restarts; for example, because of an outage, then depending on the deployment model that is used for your call center environment, your work mode after you log in to the phone again might differ from the work mode before the outage occurred.
    For more information, contact your system administrator.

Pending work mode

If you request for a work mode change during an active call, Avaya Aura® Call Center Elite transitions the requested work mode to pending. The requested work mode is activated only after you end the call.
For example, if you are on an active call and press the Log out button, Avaya Aura® Call Center Elite does not log you out immediately. Instead, it changes your work mode to Pending Logout and logs you out only after you end the call.
Related links
Agent work states