Agent work mode

Last Updated : Jun 24, 2013 |

Use Call Vectoring to make call management decisions based on the following real-time agent work modes:

  • Staffed-agents: Agents logged in to an ACD split.

  • Available-agents: Agents logged in and ready to receive an ACD call.

The agent work modes appear as conditions within the check split and goto commands. You can use the commands to check the number of staffed or available agents.

If a hunt group is not monitored:

  • Agents in the hunt group do not have login, logout, or work modes.

  • Staffed-agents are synonymous with administered.

  • The available agents work mode is the number of agents ready to receive a hunt group call.

For ACD calls, relevant work mode defines agent states. The following list describes the modes.

After Call Work (ACW)

The agent is unavailable to receive an ACD call for any split. Use the mode when the agent performs ACD call-related activities. You can implement the mode on a timed basis, in which case the mode is known as Timed ACW. Communication Manager automatically places the agent in the ACW mode after the agent completes a call while in the manual-in work mode. You can place agents automatically in the ACW mode for an administered period of time following the completion of each ACD call. Administer the changes on the Vector Directory Number (VDN) and Hunt Group screens.

Auto-In Work

An agent is available to receive calls. With auto-in work mode, the agent can receive a new ACD call immediately after disconnecting the previous call. When you enable Multiple Call Handling, an agent in the auto-in work mode can choose to receive an ACD call by placing the active call on hold.

Auxiliary-Work

An agent is unavailable to receive an ACD call for the specified split. Use the mode when the agent performs activities that are not associated with the ACD, such as taking a break.

Manual-In Work

The agent is available to receive calls. After the agent disconnects from an ACD call, the agent is automatically placed in the ACW mode. When you administer Multiple Call Handling (MCH), an agent in the manual-in work mode receives additional ACD calls by placing an active call on hold.

For more information, see Avaya Aura® Call Center Elite Feature Reference.