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Programming CMS Shift Configurations
agent into the ACW state for a programmed period of time. When that time
has elapsed, auto ACW makes an agent available to receive calls.
The agent remains in the ACW state for the number of seconds programmed
for that line group (1–999). During the ACW period, the agent can complete
the necessary paper work related to that call without pressing the ACW or
Available buttons on the telephone. When the agent completes the paper-
work related to the previous call, he or she can manually override the
automatic ACW state by pressing the Available button on the telephone.
To program Auto ACW, do the following:
1.
From the Line Group Options screen, press [F3] (Auto ACW).
The following prompt appears near the bottom portion of the screen:
AUTOMATIC ACW: Group Letter: _ Seconds:
2.
Enter a group letter (A through D) for the group to be programmed.
Enter the number of seconds (0 through 999), for the number of
3.
seconds agents are to be in the ACW state.
NOTE:
"0" means the Auto ACW feature is not in effect.
4.
Press [F8] (Enter Data).
Repeat steps 1 through 5 to program auto ACW for another line group,
5.
or press [F7] to return to the Configuration screen.
6.
Choose an activity from the Configuration screen or press [F7] to return
to the Stored Shift Configurations screen.
7.
Choose an activity from the Stored Shift Configurations screen or press
[F8] to return to the Administration Menu.
Creating or Changing Shift Configurations
3-21
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