To determine whether staffed agents must enter a numeric 1–digit or 2–digit code that describes the reason for changing the work mode to Auxiliary (AUX) work.

Valid entries are:

• forced: To ensure that an agent is forced to enter a reason code when changing the work mode to AUX work. If an agent enters an invalid code or does not enter a code within the time out interval, Communication Manager denies the work mode change and the agent remains in the current work mode.

• none: To not use reason codes.

• requested: To request an agent to enter a reason code when changing the work mode to AUX work. If an agent enters an invalid code or does not enter a code within the time out interval, Communication Manager changes the agent work mode to AUX work with the default code 0.

The forced and requested field options are applicable if the Reason Codes and EAS fields on the System-Parameters Customer-Options screen are active for the system.

To determine whether staffed agents must enter a numeric 1–digit or 2–digit code that describes the reason for logging out of the system.

Valid entries are:

• forced: To ensure that an agent is forced to enter a reason code when logging out of the system.

• none: To not use reason codes.

• requested: To request an agent to enter a reason code when logging out of the system.

The forced and requested field options are applicable if the Reason Codes and EAS fields on the System-Parameters Customer-Options screen are active for the system.

To assign a reason code for reporting purpose when Communication Manager changes the agent work mode to AUX work due to Redirection on No Answer (RONA).

Valid entries are:

• 0–99: If you administer the Two-Digit Aux Work Reason Code field as y.

• 0–9: If you administer the Two-Digit Aux Work Reason Code field as n.

To assign a reason code for reporting purpose when Communication Manager changes the agent work mode to AUX work due to Redirection on OPTIM Failure (ROOF) or when the agent is unreachable.

Valid entries are:

• 0–99: If you administer the Two-Digit Aux Work Reason Code field as y.

• 0–9: If you administer the Two-Digit Aux Work Reason Code field as n.

This AUX work reason code is applicable to ACD agents using SIP phones that you administer as Off-PBX Telephone Integration and Mobility (OPTIM) endpoints.

To determine whether to use two-digit reason codes for agent work mode changes to AUX work.

Valid entries are y and n.