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Agent Problems
PROBLEM: An agent is not receiving any CMS calls.
Possible cause
The agent isn’t using the
Available and ACW buttons
correctly
or
the buttons may not have been
programmed properly.
The agent has not been added
to the shift configuration
currently being used for call
management.
Corrective action
Refer the agent to the information under
the heading “Announcing Availability
for CMS Calls” in Section 6, “Handling
CMS Calls,”
and
check that the buttons have been
administered properly.
Add the agent to the current shift
configuration following the instructions
in “Dynamic Reconfiguration” in Section
5 or in the “Quick Reference Guide to
Dynamic Reconfiguration” in Section 10.
PROBLEM: An agent’s properly programmed ACW and Available
buttons do not respond correctly or agents are inconsistently put into the
ACW or Available states.
Possible cause
Agent’s line group is
administered for Auto ACW
and agent is touching the
ACW and Available buttons.
Auto ACW has not been
administered correctly.
Corrective action
If Auto ACW is in effect, agents should
not touch the ACW button. Agent’s
may touch the Available button only
after their voice terminals have been put
into the ACW state automatically.
Check the ACW administration for the
agent’s line group, and readminister as
necessary.
PROBLEM: An agent is receiving the wrong CMS calls. For example,
an agent in the Personal Travel split is receiving calls for the Corporate
Travel split.
Possible cause
The agent is assigned to the
wrong split.
Corrective action
Reassign the agent to the correct split
following the instructions in “Dynamic
Reconfiguration”
in Section 5 or the
“Quick Reference Guide to Dynamic
Reconfiguration” in Section 16.
Agent Problems
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