Agent Mobility

Last Updated : Apr 12, 2017 |

Before you begin

  • See the Extension to Cellular topic in Avaya Aura® Communication Manager Feature Description and Implementation guide and the Avaya Extension to Cellular User Guide.

  • Ensure sufficient licensing of Off-PBX Telephones - type EC500 is available.

  • Administer the Expert Agent Selection (EAS) Enabled field on the Feature-Related System Parameters screen as y. For more information, see Expert Agent Selection.

  • Add the agent ID and configure the required hunt group or VDN Contact center administration. Agent LoginID and other Avaya Experience Platform™ On-Prem administration is the same for both mobile and local agents.

  • Configure Timed-ACW on skills that route to mobile agents. This gives agents the time to change work-modes in-between calls.

Procedure

  1. Ensure that the agent’s station extension is of type DCP or H.323 using a unique station extension for each mobile agent.
    Note:

    Avaya one-X® Agent does not support Agent Mobility.

  2. Ensure that the station is EC500-enabled and specify the Service Link mode as as-needed.
  3. Optional Add station buttons, ec500 and extnd-call.
  4. Optional If mobile agents require to perform transfer or conference, configure at least three line appearances on the station where the agent is logged in.
    Note:

    When mobile agents perform any ACD operations, such as answer, hold, release, and transfer using applications that use ASAI/AES, the ACD operations are performed on the deskphone instead of the mobile phone.

    If agents are going to perform Conference On Answer, configure the no-hld-conf button on the station where the agent is logged in.

  5. On the Off-PBX-Telephone Station-Mapping screen, add EC500 entry for station extension to a PSTN mobile phone.
    Important:

    You must use the EC500 application and can use only one EC500 application per station extension.

  6. Configure Agent work mode related Feature Name Extensions (FNEs) on the EXTENSIONS TO CALL WHICH ACTIVATE CALL CENTER FEATURES BY NAME page on the feature-name-extensions screen.
    Note:

    You must also administer Feature Access Codes for each agent FNE except the Agent Availability Query FNE.

    You can configure the following agent FNEs:

    • After Call Work Access Code

    • Agent Availability Query Access Code

    • Auto-In Access Code

    • Aux Work Access Code

    • Login Access Code

    • Logout Access Code

    • Manual-in Access Code

    For more information, see Off-PBX Feature-Name-Extensions screen.