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Announcing Availability for CMS Calls
THE AVAILABLE AND
ACW BUTTONS
During call management, agents assigned to splits in an active configuration
can place themselves in one of the following work states:
●
●
●
Available state. When an agent is available for CMS calls, the light next
to the Available button must be on.
After-call-work (ACW) State. When an agent is finishing paperwork
associated with a previous CMS call, the light next to ACW must be on.
Logged out state,
If agents are not available for CMS calls and not doing
after-call-work, they can place themselves in the logged out state. Agents
are placed in the logged out state by CMS when the system starts up,
when you, as the supervisor, select a new configuration, or when you
move an agent or add him or her to a configuration. Agents can also be
placed in the logged out state when they have been in after-call-work state
for a period of time that exceeds an administered threshold. When agents
are in the logged out state, the lights next to both Available and ACW are
off.
The following chart will help you remember the work states and the
corresponding button lights.
CMS work state Available button light ACW button light
Available
ON
OFF
After-call-work
OFF
ON
Logged Out
OFF
OFF
For more information about the availability feature and the logged out state,
see “Making Agents Available for CMS Calls” in Section 5.
Each agent must have on his or her voice terminal both an Available button
and an after-call-oork button. These two features must be programmed on
individual buttons with lights. Label these two buttons Available and ACW.
For programming directions, see “Programming a Voice Terminal” in this
section. The programming codes for these two work state features are:
✱
✱
You do
301 for Available
302 for ACW
not need a button for the logged out state.
NOTE: Since the Available and ACW button lights can be activated
even if the agent is not part of an active shift configuration, agents
cannot depend on these button lights to know if they are in an active
configuration.
Announcing Availability for CMS Calls
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