Work Handling panel field descriptions

• Auto-complete: Select this option if you want to change the work states to Ready immediately after the ACD completes. You can, on a call by call basis, override this option if it is set, and perform Follow Up Work. By doing so, the system restores the Auto Complete option for the subsequent calls.

• Auto-complete: Select this option if you want the agent to perform change the work states to Ready immediately after the ACD completes. The agent can, on a call by call basis, override this option if it is set, and perform Follow Up Work. If the agent does this, the Auto Complete option is restored for the subsequent calls.

• Allow Follow-Up: Select this option if you want to perform Follow Up Work on ACD calls. The you can, on a call by call basis, override this option to have the work completed automatically when the ACD call ends. On the next and subsequent calls, the Follow Up option will be in force.

  • Timed Follow-Up: This option is available, if the Allow Follow-Up option is set for work completion for ACD calls. You can specify the time in seconds to follow-up tasks in the Time Period field .

  • Allow extending Follow-Up: Use this option if you want to extend the timed follow-up period that is defined above.

• Allow Follow-Up: Select this option if you want to the agent to perform Follow Up Work on ACD calls. The agent can, on a call by call basis, override this option to have the work completed automatically when the ACD call ends. On the next and subsequent calls, the Follow Up option will be in force.

  • Timed Follow-Up: This option is available, if the Allow Follow-Up option is set for work completion for ACD calls. The agent can specify the time in seconds to follow-up tasks in the Time Period field .

  • Allow extending Follow-Up: Use this option if you want the agent to extend the timed follow-up period that is defined above.

• Auto-Ready: If you want the system to automatically change the agent status to ready after completing the work item, enable this option.

• Manual-Ready : To change the agent state to AUX status after completing the work item, enable this option.

  • With Aux Code: The AUX state works in conjunction with AUX code. If you or your system administrator has defined a reason code for AUX, it will be available in the drop-down list.

• Auto-Ready: Enable this option, if you want the agent's system to automatically change the agent status to ready after completing the work item.

• Manual-Ready: Enable this option if you want the agent to change the agent state to AUX status after completing the work item.

  • With Aux Code: The AUX state works in conjunction with AUX code. If you have defined a reason code for AUX, the option will be available in the drop-down list.

• Auto-Accept: Enable this option, if you want the system to answer the call automatically, .

  This feature is not related to CM Auto Answer Support Required on the Login window. However, either use the Communication Manager Auto Answer feature with Avaya one-X Agent support, or this Auto Accept feature. The features must not be used together.

• Manual-Accept: Use this option to answer each call manually, or if you have administered Auto Answer in Communication Manager.

• Auto-Accept: Enable this option, if you want the agent's system to answer the call automatically.

  This feature is not related to CM Auto Answer Support Required on the Login window. However, either use the Communication Manager Auto Answer feature with Avaya one-X Agent support, or this Auto Accept feature. Do not use the features together.

• Manual-Accept: Use this option if you want the agent to answer each call manually, or if you have administered Auto Answer in Communication Manager.

You must not get confused with Communication Manager use of the same names. The classic CM In behaviors are controlled in Avaya one-X Agent by Auto Ready and Manual Ready settings on the front tab.