If administered, the Auto ACW feature begins working after an agent receives

 

his or her first call. Upon completion of the call, the agent is placed into ACW

 

for the administered time and then returned to the available state

 

automatically. An agent receiving a call from a line group with automatic

 

ACW does not 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.

SUPERVISORY

The supervisor can log an agent in or out from the CMS PC. The agent’s

LOGIN/LOGOUT

voice terminal lights will reflect the work status {either logged out, available,

 

or ACW) set at the PC from the Split Status screen.

 

If, at any time, the supervisor has determined that the agent has been in one

 

status for too long a period, the supervisor can change that status without the

 

agent having to press any buttons on the voice terminal.

 

The agent’s work status under the “Status” column will change to reflect the

 

status entered.

 

Error messages are displayed if incorrect or incomplete information was

 

entered at the prompt. If agent is currently on a call, the new status takes

 

effect as soon as the call is completed.

Announcing Availability for CMS Calls 6-13

Page 138
Image 138
AT&T 999-501-149 system manual With the previous CMS call