With Interruptible Aux, you can make Expert Agent Selection (EAS) agents in the Auxiliary (AUX) work mode available to receive incoming calls. However, you must assign interruptible reason codes to the agent login IDs.

You can use Interruptible Aux to administer:

• The threshold fields on the Hunt Group screen as calls-warning-threshold, service-level-target, or time-warning-threshold.

  The Interruptible field on the Reason Code Names screen as y. This field option signifies that the corresponding reason code is interruptible.

• The Reserve Level (RL) field on the Agent Login ID screen as a, m, or n, where a is auto-in-interrupt, m is manual-in-interrupt, and n is notify-interrupt.

When an interruptible split or skill exceeds the administered threshold, Communication Manager notifies the agents with the interruptible skill. The notification consists of a display message, such as the following: You are needed. Communication Manager flashes the auto-in or manual-in buttons on the agent phone and plays an audible, full ring tone.

You can use auto-in-interrupt to force an agent to be automatically available and manual-in-interrupt to force an agent in After Call Work (ACW) to be available for calls. You can use notify-interrupt to request an agent in the AUX work to be available for calls.

You can administer the duration of the notification in the Interruptible Aux Notification Timer (sec) field on the Feature-Related System-Parameters screen. Notifications continue till a further event, such as an agent becoming available or logging off from the system, takes place or the interruptible skill no longer exceeds the administered threshold.

Communication Manager makes the forced interruptible agents in the AUX work mode automatically available after the notification timer expires, except if connected to or being alerted by a non-ACD call or if the agent logs in to the system as an auto-answer agent. Communication Manager treats a forced interruptible agent administered with auto-answer as requested interruptible, not forced, even if the Reserve Level (RL) field option is a forced interruptible type. This action prevents the situation where a call is delivered automatically and the agent is not present at the workstation. Therefore, forced interruption is applicable only to agents without the auto-answer administration.

The following table describes the reserve level treatment for agents. In the following example, the Interruptible Aux threshold is administered as service-level-target. Communication Manager changes the agent work mode to AUX work as follows.

Agent	Reason code	Reserve level	Agent action when skill exceeds the administered threshold	Agent action (if applicable)
5002	9 (not interruptible)	Auto-in	No notification.	—
5004	8 (interruptible)	Notify	Notified and moved from AUX work to auto-in.	—
5005			Notification received to be available for calls.	Presses auto-in to be available for calls to all the assigned skills.
5007				The agent is away from the phone and cannot press auto-in so the agent remains in AUX work.
5008		Manual-in	Work mode change from AUX work to manual-in.	—

The forced interruptible option is applicable to manual-in agents. With manual answer, you can administer Redirection on No Answer (RONA) to redirect a call if an agent does not receive the call. The forced interruptible option is inapplicable to an auto-in agent because the agent cannot respond to calls without a headset. You cannot apply RONA to auto-answer delivered calls.

Interrupted agents are available for all the assigned skills. This functionality is unlike Service Level Maximizer (SLM) auto-reserve agents, which limits agent availability to the skills that do not meet the service-level targets.