AT&T Call Management System Supervizor's Manual page 262

Troubleshooting
PROBLEM: An agent's properly programmed ACW and Available buttons do
not respond correctly or agents are inconsistently put into the ACW or Available
states.
Possible Cause
The agent's line group is
programmed for Auto
ACW and the agent is
touching the ACW and
Available buttons.
Auto ACW is not pro-
grammed correctly.
PROBLEM: An agent is receiving the CMS calls for a different split.
Possible Cause
The agent is assigned to
the wrong split.
Fallback plan is on when it
should be off.
Telephone is programmed
to "ring."
Corrective Action
If Auto ACW is in effect, agents should not
touch the ACW button. Agents may touch the
Available button only after their telephones
have been put into the ACW state automati-
cally.
Check that Auto ACW is programmed properly
for the agent's line group, Reprogram if
necessary.
Corrective Action
Reassign the agent to the correct split follow-
ing the instructions for "Dynamic
Reconfiguration" in Chapter 6.
Make sure Inhibit Call Coverage is on.
Set all CMS lines to "no-ring."
Other Problems 9-23