You can set the reason codes for Not Ready (Aux Work) and configure the call work codes so that agents can select the corresponding codes in Avaya Workspaces.
Note:
Perform this procedure for all the Communication Managers configured.
Before you begin
Ensure that you configure the following:
An account with the Hybrid Voice feature enabled.
A system range and user voice plan for the Communication Manager element.
Ensure to log in to Application Center Administration as an account administrator.
In the navigation tree, click Hybrid VoiceReason Codes.
From the Aura Communication Manager list, select a Communication Manager name for which you want to configure the reason codes.
To set a reason code for Not Ready (Aux Work), click New Not Ready Code.
On the New Code page, type a number in the Number field.
ADDITIONAL INFORMATION:
The number must not be in use by any other Not Ready code. Also, the new number must be from the defined system range.
In the Name field, type a name.
From the System Defined Attributes list, select an attribute.
ADDITIONAL INFORMATION:
When you define the system range for Communication Manager, the following system-level reason codes are already created and displayed:
0, which is the default reason code
Redirection on No Answer
ROOF Failure and Unreachable
Work on Digital
For example, when the reason code range in Communication Manager and the system code range in Application Center Administration is set as 1:99 with two-digit Not Ready codes enabled, the following system-level reason codes are created and displayed:
0, which is the default reason code
97, Redirection on No Answer
98, ROOF Failure and Unreachable
99, Work on digital
Note:
To enable the agent to set the reason code in the Digital mode after the agent sets Hybrid Voice as not ready, you must configure the Aux Work Reason Code Type parameter with value as requested on Communication Manager.
Click Save.
Click the Call Work tab.
To set a call work code, click New Call Work Code.
In the Number field, type a number.
ADDITIONAL INFORMATION:
The call work code can have a maximum of 16 digits.
