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Phone Manager 

Phone Manager Pro only. Agent Mode allows Phone Manager to be used as a call center tool. It allows 
you to perform a number of call center functions without needing a specially designed call center 
telephone*, ie. one with dedicated keys for functions such as busy wrap up.  

Agent Mode is enabled through the Agent Mode tab within Configure | Preferences.  

• 

Note: Logging on and logging off is separate from Agent Mode and is enabled through the 
Configure | PBX menu. See 

Getting Started

. 

In Agent Mode:  

• 

Phone Manager displays Busy Wrap Up 

and Busy Not Available 

icons allow you 

to go into those states.  

• 

Use Busy Wrap Up when you temporarily need to stop receiving calls when you 'wrap up' the 
details of the call just finished. 

• 

Use Busy Not available when you need to stop receiving calls for some other reason.  

• 

The Select Group 

icon show the groups for which you will receive calls when not in Busy 

Wrap Up or Busy Not Available.  

• 

The Start 

and Stop 

icons are available for recording conversations.  Call recording 

requires VM Pro. 

• 

The Account Codes tab allows you to make calls with the appropriate account code or to easily 
apply an account code to a current call.  

• 

In Agent Mode, the functions of the F1 and F3 keys are swapped. F1 becomes 'account code' 
and F3 becomes 'call'. These are the default settings. 

 
*We still recommend that only Avaya telephones are used in call centers. Most standard telephones are 
not designed for normal call center conditions, ie. the possible high number of on-hook, off-hook actions 
and key presses. Whilst standard telephones are okay in most domestic and business situations, they 
are likely to fail frequently in a call center environment.