Aux Reasons Overview
Aux reasons are codes you configure on a PBX/ACD to provide additional information about a work mode. For example, an aux reason like "Agent Troubleshooting" or "Hardware Maintenance" provides more precise details for a work mode like "On-Site." Another example is the Aux-Work Mode in the Avaya CMS. Agents in this mode can further enter a code to specify if they are on break, at lunch, or in a meeting.
If a work mode is related to an aux reason on the PBX, both will appear in the PBX data event. A single work mode may have multiple associated aux reasons. Entering aux reasons in inContact WFM v1 and relating them to roster types allows you to further specify how agent status is shown in the Real Time Roster.