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About This Guide
After-Call-Work (ACW) State
When agents need time to complete work on their most recent CMS call
(such as processing an order or updating a record), they can leave the avail-
able state and enter the after-call-work (ACW) state by pressing the pro-
grammed button labeled ACW on their telephones. CMS does not send calls
to agents who are in this after-call-work state, but it does keep statistics on
them. To return to the available state from the after-call-work state, agents
simply press Available.
Automatic After-Call-Work (Auto ACW) State
The automatic after-call-work (Auto ACW) feature automatically places agents
into the after-call-work state when they complete an ACD call. Auto ACW
lasts for a specified length of time, as programmed at installation or by the
CMS supervisor. During that time, agents receive no calls. When the time
elapses, agents are automatically made available. Agents can make them-
selves available before the specified time elapses by pressing Available.
Supervisory Login/Logout
The CMS supervisor can change an agent's work state from the CMS PC or
the supervisor's telephone. From the Split Status Information screen, the
supervisor simply enters the agent's ID at the appropriate prompt and enters
the new status (Logged out/Available/ACW). From the telephone, the super-
visor presses the agent's Inside Auto Dial (DSS) button then the button pro-
grammed for the desired work state ( Make Available, Make ACW, and Make
Log Out ).
Call Management
Call management is the automatic distribution of calls within a shift
configuration. When a call comes into CMS, the system goes through the
lowing steps:
1. CMS looks for an available agent in the main split assigned to the line
group for the incoming call.
2. If an agent is available, CMS answers the call and transfers it to the
agent who has been available the longest.
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