Check if an agent in Auto-In mode switches to ACW mode for a configured time interval after completing a call. Verify that the agent does not receive calls in ACW mode.
For more information about ACW mode, see the features section in Avaya Contact Center – Extended Capacity Solution Description.
Before you begin
Ensure that you configured the ACW timeout parameter for the migrated skill. For more information, see the skill overview section in Administering Avaya Contact Center – Extended Capacity.
Procedure
Log in to endpoint 1 with the agent credentials.
Log in to endpoint 2 with the endpoint credentials.
On endpoint 1, change the agent work mode to Auto-In.
On the caller's phone, call a VDN.
You must call a VDN that queues the call to the migrated skill.
On endpoint 1, answer the incoming call.
Complete the call.
The agent work mode changes to ACW.
On endpoint 2, call the agent login ID.
You must call the agent logged in to endpoint 1.
Verify that the agent on endpoint 1 does not receive a call.
After the ACW time interval expires, verify that the agent work mode changes to Auto-In.
