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:

For more information about the Auto Answer feature, see the features section in Avaya Contact Center – Extended Capacity Solution Description.

Aux Agent Remains In LOA Queue

Places the agents in Aux mode into the Least Occupied Agent (LOA) queue.

The options are:

MIA Across Skills

Determines how the contact center places an agent with several skills to the Most Idle Agent (MIA) queue when the agent receives an ACD call for one of the corresponding skills.

The options are:

AUX Agent Considered Idle (MIA)

Places the agents in Aux mode into the Most Idle Agent (MIA) queue. The contact center counts the time in Aux mode as idle time.

The options are:

ACW Agent Considered Idle

Places the agents in ACW mode into the Most Idle Agent (MIA) queue.

The options are:

Work Mode On Login

Sets agent work mode after logging in.

The options are:

For more information about agent work modes, see the feature overview section in Avaya Contact Center – Extended Capacity Solution Description.

Aux Work Reason Code Type

Determines how agents enter reason codes for going into Aux work mode.

The options are:

Logout Reason Code Type

Determines how agents enter reason codes for logging out.

The options are:

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.

Maximum time agent in ACW before Logout (sec)

Sets the maximum time the agent can be in After Call Work (ACW) mode.

After the timeout, the contact center puts the agent in ACW mode.

The options are:

For more information about ACW work mode, see the feature overview section in Avaya Contact Center – Extended Capacity Solution Description.

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.

Service Objective

Enables the Service Objective feature for the agent. You can configure Service Objective on the Trunk Groups screen of the Network tab.

Call Handling Preference

Determines how the contact center selects calls for routing to an agent under call surplus conditions.

The options are:

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.