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AUTOMATIC AFTER- An agent receiving a call from a line group with automatic ACW does not
CALL-WORK STATE
have to touch the ACW button to announce unavailability upon completion of
a call. The agent has a set period of time that was administered for the
agent’s line group for finishing paperwork connected with the previous CMS
call. This hands-free operation allows an agent the option of using a headset
adapter.
SUPERVISORY
LOGIN/LOGOUT
● When the specified time for the automatic ACW has passed, the light next
to the ACW button goes off and the light next to the Available button
turns on. The agent is made available automatically for the next incoming
call.
● If an agent is finished with the paperwork before the specified time has
elapsed, the agent can touch Available on the voice terminal, which turns
on the light next to the button.
● To enter the logged out state, an agent can turn off the light next to the
ACW button by touching ACW,
The supervisor can use the Split Status screens on the CMS PC to place
agents in either the available, ACW, or logged out work status. See “Using
the Split Status Screens” later in this section.
5-14 Making Agents Available for CMS Calls