Automatic Acw - AT&T Call Management System Supervizor's Manual

CMS Telephones and Telephone Programming .
When an agent is unavailable to answer calls, he or she can press the ACW
button and do after call paperwork (the ACW light turns on) or he or she can
press the Available button (so that no lights are lit).
In other words, the light next to the Available and ACW buttons tell the work
state of the agent. If the Available light is on, the agent is available to receive
a call, or is active on a call. If the ACW light is on, the agent is in the After-
Call-Work state. If neither light is on, the agent is logged out.

Automatic ACW

The Automatic After-Call-Work (Auto ACW) state is an enhancement to the
ACW state. With auto ACW the agent does not have to touch the telephone
buttons to determine work states, except to log in and log out. The After-
Call-Work state occurs automatically upon completion of a call, and continues
until the time programmed for the auto ACW state has passed (1–999
seconds). When the specified time has passed, the agent is automatically
available to receive the next incoming call for that line group. The agent can,
however, return to the Available state at any time by pressing [Available].
If programmed, the auto ACW feature begins working after an agent receives
his or her first call. Upon completion of the call, the agent is placed into the
ACW state for the programmed time and then returned to the Available state
automatically. An agent receiving a call from a line group with Automatic
ACW does not have to touch the ACW button to announce unavailability upon
completion of a call. The agent has a set period of time that was pro-
grammed for the agent's line group for finishing paperwork connected with
the previous CMS call.
5-12 Agent Phones