For forced logout reason codes, if an agent in the auto-in or manual-in work mode enters the logout Feature Access Code (FAC) but does not enter a reason code, the agent is returned to the available state. ACD calls are delivered even if the agent has left the phone. To prevent call delivery when an agent is not at the station, ensure that agents enter the Auxiliary (AUX) or After Call Work (ACW) work mode before logging out.

When an agent work mode changes to the AUX work mode and the AUX work reason code type is set to none, the agent work mode changes to the AUX work mode with the default reason code even if you have administered a different reason code for the AUX button. You can, thus, complete button administration before activating the feature.

Do not administer AUX buttons without a reason code for hybrid station sets.

When an agent in the AUX work mode is active on a non ACD call, the agent cannot immediately change the reason code. A work mode change is pending until the call drops.

There is a limit to the number of agents who can simultaneously enter a reason code or a Call Work Code (CWC).

With two-digit reason codes, Communication Manager notifies CMS or Avaya IQ about a change in the work state when agents enter:

• A two-digit reason code.

• A one-digit reason code followed by the pound (#) sign or wait for 10 seconds after entering a one-digit reason code. If agents press any button during the wait time of 10 seconds, Communication Manager does not notify CMS or Avaya IQ. Furthermore, Communication Manager might not change the agent work mode to AUX work.

  Avaya recommends that agents press the pound (#) sign as the second digit for one-digit reason codes.