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Using Avaya Workspaces for Avaya Experience Platform™ (On-Prem + Connect)
Entering call work codes
About this task
Use the Call Work Code (CWC) feature to assign an incoming call with a CWC. The CWC length can be up to 16 digits. Call Management System (CMS) uses CWC to track calls based on the defined code.
Before you begin
Your account administrator must configure the CWCs in the administration interface.
If you want to be simultaneously ready on the hybrid voice and digital channels, ensure that you Go Ready on All Channels.
If you are logged into only the digital channel:
Ensure that you Go Ready on voice.
Ensure that you Go Not Ready on digital with the Not Ready reason code set to Work on Voice.
Ensure that you meet one of the following conditions:
You are on an Automatic Call Distribution (ACD) call.
You are operating in the manual-in mode and have transitioned to the After Call Work (ACW) state after disconnecting the ACD call.
You are operating in the auto-in mode and have transitioned to the Timed ACW state after disconnecting the ACD call.
Procedure
- On the navigation pane, click
. - To enter the work code, select the required Work Code from the list.