Configuring the Work Handling options

These settings control how to receive calls on the Avaya one-X Agent client.

Use the Work Handling options to configure the incoming work items, to use Communication Manager settings to change the agent status (if administered), to define the agent's transition state after releasing the call, and to set the work completion options.

1. On the top bar, click System Options > System Settings.
2. In the System Settings dialog box, click Work Handling.

   The Work Handling panel appears with Basic and Advanced tabs.

3. On the Basic tab:
   1. In the Work Completion for ACD calls section, define the work completion mode, as appropriate.
   2. In the Transitions to Ready State section, define the agent's transition state after releasing the call.

      The With Aux Code option is only available for Manual-Ready option.

4. On the Advanced tab tab:
   1. In the Work Items section, select the appropriate option to accept incoming work items.

      Auto-Accept automatically accepts calls; however, this is not related to CM Auto Answer Support Required option on the Login window but provides the same functionality on the client side.

      Note

      The Auto-Accept option automatically answers telephone calls that are ringing The Auto-Accept option is not related to support for Communication Manager Auto answer. However, it can be used to accomplish a similar function.

   2. In the Communication Manager Ready mode section, select Auto In if you want Communication Manager to do the work handling. Selecting Auto In disables most of the Work Handling panel settings and it is not recommended for normal operation of Avaya one-X Agent.
5. Click OK.