IP agent - work code

[sara76]

I setup an IP agent - for telecommuter mode - phone type 8434D, and assigned a work code button. We have after call and aux work mode but can't find where we can enter the work code?

 

[sara76]

Well, I'm using IP agent 6. Also how come when a call ends, it goes into after call mode, then you have to enter aux work mode, enter a reason code before you can manual-in again?

Is this how IP agent works?

 

[sara76]

bump ..

anyone know why after a call, the IP agent goes straight to after call work mode? Shouldn't it become available again?

 

[sara76]

Well, after some digging around I just needed to add the auto-in button and then it makes the agent available agent. However this is not how it works in our regular call center environment.

We have to enter a call work code during the call in order to get back to manual in. IP agent seems to work a little differently. I have a ticket opened; escalated to Tier 3 to see why it works differently. It does not even see the work code. They will do some traces. I'll keep you all posted.

 

[sara76]

Ok, in case anyone is ever interested in this -

You can add the work code button on IP agent but it needs to be assigned on the station extension as well.

The agent will click on the work code - the letter C: will pop up. For the system to register the work code, enter the number corresponding to the work code on the IP agent dial pad and then enter # on the same dial pad. This tells the system you are done and it will register the work code. The letter C: then disappears.

The key is hitting the # key after the entry. DUH!

Now they can click straight to manual in again instead of going through the aux stuff.


If you don't have work code, then create the auto-in button and then the agent will be available after each call automatically. I'm sure you all knew that but didn't want to share. =)