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Making Agents Available for CMS Calls
AGENTS' VOICE
TERMINAL BUTTON
REQUIREMENTS
Since it is important that your CMS knows when an agent is available for
CMS calls, agents must understand how to designate the work state they are
in. In this way, your CMS can run efficiently and maintain accurate records.
Each agent must have on his or her voice terminal both an Available button
and an ACW button. For programming procedures, see Section 6, “Handling
CMS Calls.”
AGENTS' VOICE
Agents assigned to splits in an active configuration can place themselves in
TERMINAL WORK STATES one of three alternate work states:
Logged out state.
In particular circumstances your CMS can place agents
in the logged out state.
When agents are logged out, they are not
available to take calls, and time spent in this state is not included in report
statistics. It is also possible for agents to log themselves out. Agents are
considered to be in the logged out state when the lights next to Available
and ACW are off.
Available state. An agent is available for CMS calls when the light next to
the Available button on the agent’s voice terminal is on.
after-call-work (ACW) state. When an agent is completing work related to
LOGGED OUT STATE
CMS, such as filling out forms for a previous CMS call, the light next to
the ACW button on the agent’s voice terminal must be on. As the CMS
supervisor, you must decide how to define this work state for your
business.
NOTE: 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. As the CMS administrator, you must determine the length of time
for the Auto ACW state.
NOTE: While CMS is in the Night Service mode, any agents on duty
are in the Night state. Time spent in this state is not counted as time
logged in for reporting purposes.
For additional information about the Available state, see “Announcing
Availability for CMS Calls,” in Section 6.
When call management begins, all agents are automatically in the logged out
state. Use the MERLIN II system Loudspeaker Page or Group Page feature to
tell your agents that call management has begun and they should make
themselves available for calls. (For directions on using the paging features,
see the MERLIN II System Manual.) At this time, those agents who are
available for CMS calls can turn on the light next to the Available button at
their voice terminals by touching Available.
5-12 Making Agents Available for CMS Calls