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Avaya Device Adapter User Guide for Avaya Aura® Call Center Elite Agents
Agent work states
An agent work state is determined by the current work mode of the agent.
Note:
Work modes are available on the phone only if you are logged in to the phone as a call center agent and the system administrator has performed the required configuration.
The following table provides information about the relationship between an agent work mode and work state:
|
Work States
|
Work Modes
|
Example
|
|||
|---|---|---|---|---|---|
|
Aux Work
|
ACW
|
Auto-In
|
Manual-In
|
||
|
Unavailable
|
Agent is unavailable to receive incoming ACD and DAC calls.
|
Agent is unavailable to receive incoming ACD and DAC calls.
|
N/A
|
N/A
|
 |
|
Available
|
N/A
|
N/A
|
Agent is available to receive all types of incoming calls.
|
Agent is available to receive all types of incoming calls.
|
 |
|
On a call
|
N/A
|
N/A
|
Agent is busy on an ongoing call.
|
Agent is busy on an ongoing call.
|
 |