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Telecommuter configurations
Avaya IP Agent Installation and User Guide for Citrix June 2007
27
● permanent - Use this setting if the station has high call traffic or if it is set as an
auto-answer station.
10. Ensure that the IP Emergency Calls field is set to the appropriate setting for your contact
center.
11. If the Auto Answer field is set to All or ACD on the station or agent form, you must enable
the Enable support for auto-answer feature in the Avaya IP Agent Program Options
and then reboot. You can find this option under Tools > Program Options in the Avaya IP
Agent main window.
12. Navigate to Page 3 of the change station form.
13. On pages 3, 4, and 5 of the station administration forms, assign functions to each button
that you want to appear in your Avaya IP Agent Phone Features window.
You must assign the necessary agent work mode buttons that are used in your contact
center:
● auto-in - This function makes agents available for new calls immediately after they
finish with the current call.
● manual-in - This function makes the agent available to take a call and then places the
agent in the After Call Work (ACW) mode when the call has been completed.
● after-call - This function places agents in the After Call Work (ACW) mode.
● aux-work - This function places agents in the Auxiliary Work (AUX) mode. Multiple
Auxiliary Work buttons with different reason codes can be assigned to this extension.
Note:
Note: You can configure your Avaya communication server to prompt for reason codes
when an agent enters the aux-work state.
● release - Assignment of this feature is mandatory. This feature terminates the current
call and line appearance.
● callr-info - This function is required only with the Call Prompting feature so that agents
are allowed to display information collected from the originator of the call. The Call