AT&T 999-501-149 Announcing Availability for CMS Calls, Available and ACW Buttons, For Available

Announcing Availability for CMS Calls

THE AVAILABLE AND ACW BUTTONS

During call management, agents assigned to splits in an active configuration can place themselves in one of the following work states:

●Available state. When an agent is available for CMS calls, the light next to the Available button must be on.

●After-call-work (ACW) State. When an agent is finishing paperwork associated with a previous CMS call, the light next to ACW must be on.

●Logged out state, If agents are not available for CMS calls and not doing after-call-work, they can place themselves in the logged out state. Agents are placed in the logged out state by CMS when the system starts up, when you, as the supervisor, select a new configuration, or when you move an agent or add him or her to a configuration. Agents can also be placed in the logged out state when they have been in after-call-work state for a period of time that exceeds an administered threshold. When agents are in the logged out state, the lights next to both Available and ACW are off.

The following chart will help you remember the work states and the corresponding button lights.

CMS work state	Available button light	ACW button light
Available	ON	OFF
After-call-work	OFF	ON
Logged Out	OFF	OFF

For more information about the availability feature and the logged out state, see “Making Agents Available for CMS Calls” in Section 5.

Each agent must have on his or her voice terminal both an Available button and an after-call-oork button. These two features must be programmed on individual buttons with lights. Label these two buttons Available and ACW. For programming directions, see “Programming a Voice Terminal” in this section. The programming codes for these two work state features are:

✱301 for Available

✱302 for ACW

You do not need a button for the logged out state.

NOTE: Since the Available and ACW button lights can be activated even if the agent is not part of an active shift configuration, agents cannot depend on these button lights to know if they are in an active configuration.

Announcing Availability for CMS Calls 6-11