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Using Avaya J100 Series SIP IP Phone for Call Center Agents
Agent Status line display
The Agent Status line of the phone screen displays the current agent work mode, for example idle, active, held, or attending incoming calls.
Use this chart as a guide to possible Agent Status line display.
ACD=Automatic Call Distribution
ACW=After Call Work
Auto=Auto-In
Aux=Auxiliary Work state
DAC=Direct Agent Call
Man=Manual-In
RC=Reason Code #
Agent Work Mode |
Agent Status icon |
Description |
|---|---|---|
Auto or Man |
|
You are ready to receive DAC or ACD calls. |
Auto or Man |
|
You have an incoming ACD call. |
Auto or Man |
|
You have an incoming DAC call. |
Auto or Man |
|
You are on an ACD call. |
Auto or Man |
|
You are on a DAC call. |
Auto or Man |
|
You have an ACD call on hold. |
Auto or Man |
|
You have a DAC on hold. |
