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AUTOMATIC ACW
The automatic ACW option controls the length of after-call-work time, from O
to 999 seconds. If 0 time is designated for a line group, the Auto ACW
feature is not in effect.
Pressing
[ F2 ] (labeled “Line Groups”) on the Configuration screen, and ( [ F3 ]
(labeled “Auto ACW”) on the subsequent screen provides the prompt and
function keys to administer for Auto ACW.
The line group letter and the number of seconds that an agent requires to
complete any after-call work should be entered in the appropriate fields of the
prompt. Pressing
[ F8 ] (labeled “Enter Data”) enters the data for the line
group.
When an agent completes an ACD call, the voice terminal will change to the
Auto ACW state for the number of seconds specified for that agent’s line
group. If the value is changed while agents are in the Auto ACW state, the
old value remains in effect for those current calls. The new value takes effect
on agents entering Auto ACW after the value was changed.
Example
pressing
[ F2 ] (labeled “Line Groups”) from the Configuration screen selects
the line group function. A box appears around the line group area of the
Configuration screen and a different set of function keys appears at the
bottom of the screen. Refer to the following example.
Bon Voyage Travel
DAY CMSIIR2
4:00p 06/02
AGENT SPLITS
LINE GROUP OPTIONS
Agent Num Answer Force AutoAgent
Split Pos ID
1 PERS
l6 TOM
17 CLIFF
19 ERNIE
21 DEB
23 BOB
24 SHERM
25 WALT
2 CHART
27 BEN
28 SAM
29 NORM
31 DI
32 CARLA
33 BJ
35 MAX
Split Pos ID
3 CORP 37 IKE
39 TINA
40 DIANA
4 SUPPT 42 RON
43 NANCY
5-
6-
Group Lines Delay Delay ACW
A PUBLIC 4
45s On 5s
B SPECL 3 5s On
10s
C CHART 6 5s
Off 5s
D CORP 2 5s On 5s
CALL FLOW
Flow All
Splits Intra Spl Thresh Ring
Grp Main Sec Flow 1
10s Off
A 1 3 On
2
5s Off
B 1 3 On 3
30s Off
C 2 4 On 4
30s Off
D3- Off 5
30s Off
6
30s Off
Configuration #1 – DAILY (changed)
F10 -
Help
F Answer
F Force
F Auto
F Config
1 Delay
2 Delay
3 ACW
7 Screen
Dynamic Reconfiguration 5-37