AT&T 999-501-149 Making Agents Available for CMS Calls, Agents Voice, Terminal Button

Making Agents Available for CMS Calls

	Since it is important that your CMS knows when an agent is available for
	CMS calls, agents must understand how to designate the work state they are
	in. In this way, your CMS can run efficiently and maintain accurate records.
AGENTS' VOICE	Each agent must have on his or her voice terminal both an Available button
TERMINAL BUTTON	and an ACW button. For programming procedures, see Section 6, “Handling
REQUIREMENTS	CMS Calls.”
AGENTS' VOICE	Agents assigned to splits in an active configuration can place themselves in
TERMINAL WORK STATES one of three alternate work states:
	Logged out state. In particular circumstances your CMS can place agents
	in the logged out state. When agents are logged out, they are not
	available to take calls, and time spent in this state is not included in report
	statistics. It is also possible for agents to log themselves out. Agents are
	considered to be in the logged out state when the lights next to Available
	and ACW are off.
	Available state. An agent is available for CMS calls when the light next to
	the Available button on the agent’s voice terminal is on.
	after-call-work (ACW) state. When an agent is completing work related to
	CMS, such as filling out forms for a previous CMS call, the light next to
	the ACW button on the agent’s voice terminal must be on. As the CMS
	supervisor, you must decide how to define this work state for your
	business.
	NOTE: An enhancement to the ACW state is the automatic after-call-work
	(Auto ACW) state. The agent does not have to touch the voice terminal
	buttons to determine work states, except to log out. This hands-free
	operation allows an agent the option of using a headset adapter. The
	after-call-work state occurs automatically upon completion of a call, and
	stays in that state until the time administered for the auto ACW state has
	passed (l-999 seconds). When the specified time has passed, the agent is
	automatically available to receive the next incoming call for that line
	group. As the CMS administrator, you must determine the length of time
	for the Auto ACW state.
	NOTE: While CMS is in the Night Service mode, any agents on duty
	are in the Night state. Time spent in this state is not counted as time
	logged in for reporting purposes.
	For additional information about the Available state, see “Announcing
	Availability for CMS Calls,” in Section 6.
LOGGED OUT STATE	When call management begins, all agents are automatically in the logged out
	state. Use the MERLIN II system Loudspeaker Page or Group Page feature to

tell your agents that call management has begun and they should make themselves available for calls. (For directions on using the paging features, see the MERLIN II System Manual.) At this time, those agents who are available for CMS calls can turn on the light next to the Available button at their voice terminals by touching Available.

5-12Making Agents Available for CMS Calls