Login ID |
Agent login ID. You can type a maximum of 16 digits. |
Name |
Agent name. You can type a maximum of 35 Unicode characters. |
PIN |
Agent PIN for the login ID. You can type a maximum of 13 digits. The minimum length of the agent's PIN depends on the Minimum Agent PIN Length value that you configure on the Agent Profiles screen. If you do not select a default agent profile for an agent, the minimum length of the agent's PIN is 4. |
General Options |
Coverage Path |
Coverage path name. The Routing Core Server redirects calls to the coverage path when the agent login ID is active on a call, the agent is logged out, or does not answer the call. You can select one of the coverage paths configured on the Coverage Paths screen. |
Voice Mail Number |
Displays a voice mail number that the Routing Core Server uses for redirecting calls. The Configuration Server populates this field depending on the voice mail server that you configured for the selected coverage path. |
Permission Sets (COR) |
Permission set for the agent. You can select one of the permission sets from the CORs pane on the right. |
Auto Answer |
Determines if the Auto Answer feature is enabled on the agent phone. The options are:
None (Default): The Auto Answer feature is disabled. The agent can hear a ring for all incoming calls and answer them manually. ACD: To automatically answer ACD calls. Station: The contact center uses the Auto Answer setting that you configure for the agent phone. All: To automatically answer all incoming calls. For more information about the Auto Answer feature, see the features section in Avaya Contact Center – Extended Capacity Solution Description. |
ACW Agent Considered Idle |
Places the agents in ACW mode into the Most Idle Agent (MIA) queue. The options are:
System (Default): The contact center uses the ACW mode setting on the Agent Profiles screen of the System tab. If you do not assign an agent profile to the agent, the contact center uses the agent profile associated with the network location of the agent endpoint. No: The contact center removes the agents in ACW mode from the MIA queue. Yes: The contact center adds the ACW time to the idle time and places the agents into the MIA queue. |
Aux Work Reason Code Type |
Determines how agents enter reason codes for going into Aux work mode. The options are:
None: The agent cannot enter a reason code for going into Aux mode. Requested: The agent can choose whether to enter a reason code for going into Aux mode. Forced: The agent must enter a reason code for going into Aux mode. System (Default): When the agent goes into Aux mode, the contact center uses the Aux mode setting on the Agent Profiles screen of the System tab. If you do not assign an agent profile to the agent, the contact center uses the agent profile associated with the network location of the agent endpoint. |
Logout Reason Code Type |
Determines how agents enter reason codes for logging out. The options are:
None: The agent cannot enter a reason code for logging out. Requested: The agent can choose whether to enter a reason code for logging out. Forced: The agent must enter a reason code for logging out. System (Default): When the agent enters a reason code for logging out, the contact center uses the settings on the Agent Profiles screen of the System tab. If you do not assign an agent profile to the agent, the contact center uses the agent profile associated with the network location of the agent endpoint. |
Default Profile |
Assigns a default agent profile to the agent. You can select one of the agent profiles configured on the Agent Profiles screen of the System tab. |
Direct Agent Skill |
Sets the skill that the contact center uses to route direct calls to the agent. You can select one of the skills from the drop-down list. The list contains skills configured on the Assign Skills subtab. If you do not select a direct agent skill, the contact center uses the first skill assigned to the agent. |
Forced Agent Logout Time |
Sets the time of day for a forced agent logout. You can select one of the values in the hh:mm format. |
Call Handling Preference |
Determines how the contact center selects calls for routing to an agent under call surplus conditions. The options are:
greatest-need: The contact center selects the oldest call with the highest priority for all skills. skill-level (Default): The contact center selects the oldest call with the highest priority when the agent with the required skill level becomes available. |
Agent Skills |
Sr. No. |
The Configuration Server automatically displays a serial number when you add an agent skill. |
Skill Number |
You can select one of the skill numbers configured on the Skills screen from the Assign Skills pane on the right. |
Skill Level |
Sets a skill level to define agent knowledge on a particular subject. You can type a skill level from 1 to 16. A skill level of 1 is higher. |
