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Avaya IP Agent Installation and User Guide for Citrix June 2007
115
● Agent Logout - This item enables you to log out so that calls are not routed to this
extension.
● Auto-In Mode - This is an Automatic Call Distribution (ACD) work mode. Agents in the
Auto-In mode are available to receive new calls upon completion of the current call.
● Manual-In Mode - This is an ACD work mode. Agents must use the Manual-In feature to
re-enter the AVAIL (Available) work mode from the AUX (Auxiliary Work) work or the ACW
(After Call Work) work mode.
● After Call Work (ACW) - This is an ACD work mode that indicates that an agent is
performing tasks related to the last call.
● Auxiliary Work Mode (AUX) - This is an ACD work mode that indicates that an agent is
not available to receive an ACD call. Depending on how the ACD is administered, the AUX
work mode can require that agents provide a reason code before the work mode can be
assigned. Multiple Auxiliary Work buttons with different reason codes can be assigned to
an extension.
● Assist - This item initiates a request for assistance from a skill supervisor.
Tools menu
The following items are available on the Tools menu:
● Phone Features - Selecting this item displays the Phone Features window which, lists
the feature buttons that have been assigned to this extension.
● Personal Phone Features - Selecting this item displays the Personal Phone Features
window, which is used to create a smaller list of phone features that are used often or for
ease of access.
● Call History - Selecting this item displays the Call History window, which displays a log of
all calls received by this extension. This log includes name, number, date, time, duration,
and call notes.
● Phone Directory - Selecting this item displays the Phone Directory window, which is
used to store names, addresses, phone numbers, and other information. See Using the
Phone Directory on page 77 for more information.