Filter
Top Products
ANNOUNCING
When call management begins, all agents are automatically placed in the
AVAILABILITY
logged out state. The agent must indicate when he or she is available for
CMS calls by turning on the light next to Available. In order to do this, the
agent can
ANNOUNCING
UNAVAILABILITY
AUTOMATIC ACW
1 Touch Available.
The light next to Available goes on.
An agent uses this procedure whenever the light next to Available is off and
he or she is available for CMS calls.
NOTE: If agents need to do paperwork associated with the current
CMS call, they must turn on the light next to ACW before hanging up.
If they hang up while the light next to Available is on, they are
available for another CMS call.
There are two ways that agents can announce that they are unavailable:
● If they are doing work related to a previous CMS call, such as filling out
order forms, they are in the after-call-work state.
● If they are on personal time or doing work not related to CMS, they are in
the logged out state.
For additional information about the logged out state, see “Making Agents
Available for CMS Calls” in Section 5.
After-Call-Work State
An agent can enter the after-call-work state by making sure that the light next
to the button labeled “ACW” is on.
1 Touch ACW.
The light next to ACW goes on.
If the light next to Available is on, the light automatically goes off when the
agent turns on the light next to ACW.
Logged Out State
Agents can be placed in the logged out state or place themselves there.
When an agent is logged out, the lights next to both the Available and the
ACW buttons are off.
If the light next to Available or ACW is on, the agent must turn it off.
1 Touch the button labeled Available or ACW.
The light next to the button goes off.
When the agent is available for CMS calls again, he or she can touch
Available to turn on the light next to that button.
An enhancement to the ACW state is the automatic after-call-work (Auto
ACW) state. The agent does not have to touch the voice terminal buttons to
determine work states, except to log out.
This hands-free operation allows an
agent the option of using a headset adapter. The after-call-work state occurs
automatically upon completion of a call, and stays in that state until the time
administered for the auto ACW state has passed (l-999 seconds). When the
specified time has passed, the agent is automatically available to receive the
next incoming call for that line group.
6-12 Announcing Availability for CMS Calls