All agents are automatically placed in the logged out state when you stop managing calls with one shift configuration and begin managing calls with another. Individual agents are automatically placed in the logged out state in the following instances as well:
| ● | When you add, move, or replace an agent |
| ● | When an agent has been in the |
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| Agent Logout exception threshold, if you have specified one |
| ● | When an agent refuses a call |
| You can use the Auto Intercom feature to tell agents when they are being | |
| moved to new splits and to let them know they should make themselves | |
| available for calls after you have moved them. | |
| Agents can place themselves in the logged out state when they are not | |
| available for CMS calls and not doing work associated with CMS. Agents are | |
| logged out when the lights next to Available and ACW are off. This signals | |
| the system that the agent is not available for CMS calls. When the agent is | |
| available for CMS calls again, he or she can touch Available and the light | |
| next to that button goes on. | |
AVAILABLE STATE | When agents no longer need to be in the | |
| and are available again for CMS calls, they can announce their availability by | |
| turning on the light next to Available. When agents are not available for | |
| CMS calls, they can do one of the following: | |
| ● | If they want to enter the logged out state, they can turn off the light next |
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| to the Available button by touching Available. |
| ● | If they want to enter the |
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| light next to the ACW button by touching ACW. The light next to |
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| Available automatically turns off. |
| An agent can announce unavailability when he or she is finishing paperwork | |
STATE | connected with the previous CMS call by turning on the light next to ACW. | |
| ● | When the agent has completed the |
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| CMS calls again, he or she should touch Available so that the light next to |
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| that button goes on. If the light next to ACW is on, the light next to that |
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| button goes off when the agent touches Available, |
| ● | If agents want to enter the logged out state, they can turn off the light |
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| next to the ACW button by touching ACW. |
Making Agents Available for CMS Calls
