Abbreviated Dialing (AD)

You can administer Feature Access Codes (FACs) for the AUX work mode or logout with or without an associated reason code on automatic-dial buttons or in abbreviated-dial lists. At the reason code prompt, when an agent selects an abbreviated-dial or automatic-dial button, the first digit of the button is taken as the reason code.

Agents in multiple skills

When an agent who is assigned to multiple skills enters the AUX work mode with a reason code, the agent enters the AUX work mode for all the skills with the same reason code.

Adjunct Switch Application Interface (ASAI)

With ASAI, a host can log an agent out and place an agent in the AUX work mode with a reason code. The host can query the current work mode of the agent and receive the reason code that is associated with the AUX work mode.

Auto-Available Split/Skill (AAS)

The system logs AAS agents out for Redirection on No Answer with the default reason code.

Basic Call Management System (BCMS)

Statistics about the Aux work mode by reason code are not available in BCMS reports.

Call Management System (CMS)

CMS tracks agent time in the AUX work mode by reason code and displays the reason codes for agents currently in that mode.

When an agent is moved from CMS while the agent is staffed, the system logs the agent out using the default code, and then logs the agent back in again. If an agent is in the AUX work mode when moved, the agent is returned to the AUX work mode with the same reason code after the move is completed.

Direct Agent Calling (DAC)

When a DAC is queued for an agent in AUX work mode with a reason code, the appropriate AUX button lamp flutters to alert the agent to the queued call. If there is no AUX button lamp, agents receive an audible alert, that is, ring-ping or a call-waiting tone. If there is an AUX button with no assigned reason code administered, the AUX button lamp flutters.

Redirection on No Answer (RONA)

When a call is redirected on no answer, an agent is placed into AUX work mode or is logged out with the RONA AUX work reason code, if the agent is in an Auto-Available Skill (AAS).

Redirection on IP Failure (ROIF), Redirection on OPTIM Failure (ROOF), and SIP Agent Reachability

The ROIF, ROOF, and SIP Agent Reachability features use the respective AUX work reason code.

Forced Agent Logout for Unreachable Reason Code

You can define the reason code number in the range 0 to 9, which specifies that agents are logged out because of unreachability. The default value is 0.