If the system administrator configures the Call Work Code (CWC) feature for Avaya Experience Platform™ (On-Prem + Connect), the agent can use the feature to assign an incoming call with CWC. Call Management System (CMS) uses CWC to track calls based on the defined code.

To enter CWCs, the agent must log in to Avaya Workspaces, and one of the following conditions must be met:

• The agent is on an Automatic Call Distribution (ACD) call.

• The agent operates in the manual-in mode and transitions to the After Call Work (ACW) state after disconnecting the ACD call.

• The agent operates in the auto-in mode and transitions to the Timed ACW state after disconnecting the ACD call.

The agent cannot enter CWCs for any of the following conditions:

• The agent is on a non-ACD call.

• If the interaction is on Hold .

  To resume the interaction, the agent must click . The agent must then press the CWC button on the interaction work card to select a CWC before disconnecting the interaction.