Use this procedure to configure the agent to accept incoming customer calls.
Procedure
On the Avaya Workspaces agent interface, from the agent status drop-down list, select StartWork.
In the bottom right corner, verify that the agent state changes to READY.
Note:
On the Avaya Workspaces agent interface, when an agent is in the READY state, the agent remains available for receiving interactions until the agent is occupied on all channels for which the agent is configured.
Avaya Oceana® provides the following agent states:
CONNECTED: The state of agents when they log in and activate themselves in the Avaya Workspaces or when they click the Finish Work button. In this state, agents do not remain available for receiving interactions.
Ready: The state of agents when they click the Start Work or Go Ready button. In this state, agents remain available for receiving interactions.
Not Ready: The state of agents when they click the Additional Work or Go Not Ready button. In this state, agents do not remain available for receiving interactions.
If multiplicity configuration of an agent allows receiving multiple interactions on a channel, the agent remains available for receiving interactions on that channel until the maximum multiplicity is achieved.
