Forced reason code

If you have administered forced reason codes, agents cannot enter the AUX work mode or log out until agents enter a code. Agents can enter codes 1-99, but not the default code 0.

If an agent enters an invalid code or fails to enter a code within the 10-second time out interval, the state change is denied. The agent remains in the current work mode. If the agent enters a Feature Access Code (FAC), the agent hears an intercept tone. If the agent pressed the aux-work button, the AUX lamp flutters and becomes dark or lights steadily if the agent was already in the AUX work mode with a different reason code.

Requested reason code

If you have administered requested reason codes, agents need not enter a code to enter AUX work mode or log out. Agents can enter the codes 0-99. If an agent enters an invalid code or fails to enter a code within the time out interval, the agent enters AUX work mode or logs out with default code 0.

Entering AUX reason code

An agent can enter an AUX reason code in one of three ways:

• Pressing an aux-work button with an assigned code.

• Pressing an aux-work button with no assigned code and responding to the prompt for a reason code.

• Entering an aux-work FAC and responding to the dial tone prompt for a reason code.

If no calls ring or are active, or held at the phone, agents enter AUX work mode immediately and the AUX lamp lights steadily. Otherwise, the AUX lamp blinks until the agent completes all calls.

If a button for AUX work is associated with the reason code that the agent entered, the button lamp lights. If no aux-work button is administered, the system lights the first AUX button lamp with no administered reason code.

You can assign an aux-work button without a reason code. With this button agents with a limited number of buttons can use all 100 reason codes.

Logging out

To log out with a reason code, the agent enters the logout FAC, hears a second dial tone, and enters a reason code. The agent hears confirmation tone and is logged out of the system.

Default code

The default code zero (0) is used when the system moves an agent work mode to the AUX work mode or logs the agent out. For example:

• When an agent logs in and is put in to the AUX work mode.

• When an agent in the available state receives a non ACD call.

• When the agent skill assignments are changed while an agent is staffed, the system automatically logs the agent out and back in.

• When an agent forces a logout without entering a code. For example, by pulling the headset.

• When an agent who is requested to enter a reason code fails to enter a valid code within the 10-second time out period.

• When an agent with requested reason codes enters the pound (#) sign or the asterisk (*) sign.

Reason codes not interruptible

The following reason codes cannot be made interruptible:

• IP failure AUX work

• Redirection on No Answer (RONA) AUX work

• Redirection on Off-PBX Telephone Integration and Mobility (OPTIM) Failure (ROIF) AUX work

• Maximum Agent Occupancy (MAO) AUX work

• Default reason code on the Reason Code Names screen