
| 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