Filter
Top Products
Avaya IP Agent Installation and User Guide for Citrix June 2007 61
Chapter 7: Avaya IP Agent basic
operations
This chapter contains information on the basic operations of Avaya IP Agent.
This chapter includes the following topics:
● Selecting an agent work mode on page 61
● Handling incoming calls on page 63
● Transferring a call on page 67
● Conferencing calls on page 70
● Handling outgoing calls on page 75
Selecting an agent work mode
During the course of placing calls, receiving calls, and performing work associated with those
calls, work modes are used to indicate the availability of the agent or the work being performed.
Definitions of agent work modes
Auto-In and Manual-In
The Auto-In and Manual-In buttons are used to place an agent in the AVAIL (Available) work
mode so that the agent can receive calls.
If an agent is in Auto-In mode and completes a call, the agent is automatically available to
receive another call, or can be placed in After-Call Work (ACW) mode for an administered
length of time. When the timed ACW interval expires, the agent is automatically returned to
available status. If the agent tries to change agent modes while active on a call, the change is
not made until the agent disconnects from the call.
If the agent is in Manual-In mode and completes a call, the agent is automatically placed in
After-Call Work (ACW) mode. To become available to receive another ACD call, the agent must
manually select the Auto-In or Manual-In mode. If the agent tries to change agent modes while
not on an active call, the change takes place immediately.