Available

It is automatically assigned when you are available to receive ACD calls. With Auto In, you are returned to Available after each call is released.

With Manual-In, you must press Manual-In to return to the Available state.

Aux Work

You are placed in the Auxiliary Work state after agent login without a specified work mode. You must change to Auto-In or Manual-In work mode to become available to receive incoming Call Center calls and to select your mode of operation. You can change back to Auxiliary Work to indicate you are not available to receive Call Center calls, for example, to take a break. Depending on how your system is administered, you might be prompted to enter a reason code when changing to Aux Work.

Interruptible Aux Work

Interruptible Aux Work mode notifies the agents in Aux work mode with an interruptible reason code (RC) to become available. When the configured threshold exceeds, the phone receives a visual and an audio indication of a full ring cycle.

After Call Work

Switch to ACW to perform after-call work, such as completing a call-related form. The call distribution system automatically changes your agent state to ACW if you are in Manual-In mode.

You may also enter this state automatically when you are in Auto-In mode if your system administrator configures automatic ACW for a preset time after call completion.

On Call

This state is automatically assigned when you are active on a call. The phone displays the On-ACD Call icon when you are active on an ACD call. Else, it displays the On non-ACD Call icon.

Forced Logout

This state is assigned at a specified time that your system administrator determines. The Top line displays the Forced Logout icon only if the administrator assigns a logout time for you. If you are not on a call, you are logged out from ACD regardless of which agent state you are in.

Logout Override

You can set this state to continue working after your scheduled logout time. The Logout Override icon is displayed on the Top line only if you have set the status to override the administered Forced Logout before the scheduled time.