Main window and menus
●Agent Logout - This item enables you to log out so that calls are not routed to this extension.
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●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.
Avaya IP Agent Installation and User Guide for Citrix | June 2007 115 |
