When call management begins for a shift, the agents in the shift configuration are in the logged out state. CMS neither sends calls to nor keeps statistics on agents who are logged out, so the agents have to signal CMS that they are now ready to receive calls. They do so by touching the programmed button labeled Available on their voice terminals (MERLIN II system telephones) to enter the available state.
When agents need time to complete work on their most recent CMS call (such as processing an order or updating a record), they can leave the available state and enter the
The automatic
In addition to using the Available and ACW buttons on their phones to move from work state to work state, agents in an active shift configuration always know what state they’re in by the status of the lights next to the buttons.
Available light on = available state
ACW light on =
Both lights off = logged out state
(To have both lights on is not possible.)
When agents touch the Available button to enter the available state, the light next to the Available button goes on. When they touch the ACW button to move from the available state to the
A CMS supervisor can change an agent’s work state from the CMS PC by using the Supervisory Login/Logout feature. From the Split Status Information screen, a supervisor can simply enter the agent’s ID at the appropriate prompt and enter the new status (Logged out/Available/ACW).
Call management is the automatic distribution of calls within a shift configuration. When a call comes into CMS, the system goes through this basic sequence of steps:
●CMS looks for an available agent in the main split assigned to the line group for the incoming call.
●If an agent is available, CMS answers the call and transfers it to the agent who has been available the longest.
