AT&T Call Management System Supervizor's Manual page 150

Supervising CMS
able 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 After-Call-Work or Logged Out state
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 follow-
ing:
If they want to enter the
the Available button by
If they want to enter the
next to the ACW button
automatically turns off.
After-Call-Work State
An agent can announce unavailability when he or she is finishing paperwork
connected with the previous CMS call by turning on the light next to [ACW] .
When the agent has completed the after call work and is available for
CMS calls again, he or she should touch [Available] so that the light next to
that button goes on. If the light next to [ACW] is on, the light next to that
button goes off when the agent touches [Available] .
If agents want to enter the logged out state, they can turn off the light next
to the ACW button by touching [ACW].
Automatic After-Call-Work State
Auto ACW is an enhancement to the After-Call-Work state. An agent receiv-
ing a call from a line group with Automatic ACW does not have to touch [ACW]
to announce unavailability upon completion of a call. The agent has a set
period of time (1–999 seconds) that was programmed for the agent's line
group for finishing paperwork connected with the previous CMS call. This
hands-free operation allows an agent the option of using a headset adapter.
logged out state, they can turn off the light next to
touching [Available].
After-Call-Work state, they simply turn on the light
by touching [ACW]. The light next to [Available] .
Making Agents Available for CMS Calls 6-9