Agent work mode reflects the current status of an agent. In the Avaya Contact Center – Extended Capacity solution, contact center agents can enter Auxiliary Work (Aux work) and After Call Work (ACW) modes.

An agent enters Aux work mode for non-ACD activities, such as taking a break or making an outgoing call. If the system administrator configures reason codes for Aux work mode, the contact center prompts the agent to enter a reason code for changing their work mode to Aux work mode. Avaya Contact Center – Extended Capacity puts the agent in ACW mode after the agent completes the call for call-related activities or for taking a break before the next call. Agents in Aux work and ACW modes cannot receive ACD calls. When the agent is available to receive ACD calls, they can switch to Auto-In or Manual-In mode.

If the agent presses the feature button for a specific mode during an active call, the contact center puts the agent into the requested mode after the current call ends. When the agent is not on a call and presses the Auto-In or Manual-In feature button, Avaya Contact Center – Extended Capacity immediately changes agent work mode.

CTI applications that monitor the agent endpoint can also send the request to change agent work mode through the AE Services server. CTI desktop applications can have alternate agent work mode names. For more information about CTI application work modes, see the corresponding CTI application documentation.

The administrator can configure a forced entry of call work codes for a particular skill. An agent must enter call work codes (CWCs) during an ACD call or after the call ends. An agent cannot enter Manual-In or Auto-In mode until the agent enters CWCs.

For more information about configuring feature buttons, Aux work, and ACW mode parameters, see the agent and endpoint configuration sections in Administering Avaya Contact Center – Extended Capacity.