Configuring AUX codes

Last Updated : Feb 20, 2020 |
Prolog information
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In a Call Center Elite solution, agents can enter Auxiliary Work (AUX) mode using different reason codes. Agents set these AUX codes using their phones.
In Avaya Workspaces, codes used before and after handling contacts are called user codes. For example, enter a user code while changing state, or before going on a break, an agent can select a user code configured to represent break time.
If an agent sets an AUX code using their phone, this is reflected on Avaya Workspaces. If an agent uses Avaya Workspaces to set a user code, this code is also set on Call Center Elite and can be reported on by Call Management System (CMS). In an Avaya Workspaces for Call Center Elite solution, agent states and reason codes are always synchronized between agent phones and Avaya Workspaces.
Configure AUX codes for Avaya Workspaces agents using Avaya Control Manager.
Important:
This procedure is mandatory. You must complete this procedure and click Save to ensure the AUX codes are synchronized to UCA. If no AUX codes exist in UCA, agents cannot go Not Ready in Avaya Workspaces.
Before you begin
Ensure that the Avaya Workspaces for Call Center Elite clusters are in a running and accepting state.
  1. Log on to the Avaya Control Manager interface with administrator credentials.
  2. On the Avaya Control Manager webpage, click Communication Manager ObjectsAux Reason Code.
    STEP RESULT:
    Avaya Control Manager displays the Communication Manager AUX codes.
  3. To add or edit an AUX code, select the ReasonCode Id check box.
  4. In the Name field, type the name for the AUX code.
  5. In the Interruptible field, type true or false.
  6. Click Save.