Validating Feature Access Codes

Use Feature Access Codes (FACs) to provide options for agents to change the work modes, log in, log out, adjust the method using which an agent receives the next call, and request supervisor assistance.

Prerequisites

Assign the fac capability in the dial plan in the corresponding Communication Manager. You cannot enter FACs without the fac capability.
Assign a valid user ID with the administrative permissions to change the settings in the corresponding Communication Manager.

Log on to Communication Manager to gain access to the Communication Manager administration interface.
Alternatively, you can use Station Administration Terminal (SAT) to gain access to the Communication Manager administration interface.
On the administration screen, in the text input field, enter display dialplan analysis to gain access the dial plan form. Ensure that you assign the fac option in the dial plan.
If you do not assign the fac option in the dial plan, your dial plan does not support FACs. For information on configuring your dial plan for FACs, see Administering Avaya Aura Communication Manager on the Avaya Support Site at http://www.avaya.com/support.
On the administration screen, in the text input field, enter display feature-access-codes to view the Feature Access Codes (FAC) form.
Navigate to the call center section of the FAC form.
Communication Manager displays a subset of the access code fields.
Administer FACs for your agents. Select from the following FACs for agents and supervisors:
- Login for agents
- Logout for agents
- Service Observing Listen Only for supervisors
- Service Observing Listen/Talk for supervisors
- Remote Agent Logout for supervisors
To find FACs, see Administering Avaya Aura Communication Manager and follow the steps on adding FACs. Download the document from the Avaya Support Site at http://www.avaya.com/support.