Changing Agent Status - AT&T Call Management System Supervizor's Manual

Supervising CMS
When the specified time for the Automatic ACW has passed, the light next
to [ACW] goes off and the light next to [Available] turns on. The agent is
made available automatically for the next incoming call.
If an agent is finished with the paperwork before the specified time has
elapsed, the agent can touch [Available] on the telephone, which turns on
the light next to the button.
To enter the logged out state, an agent can turn off the light next to the
ACW button by touching [ACW].

Changing Agent Status

You can change agent status from the CMS PC or the supervisor's telephone.
To change agent status from the PC:
1. Press [F1] from the Split Status screen.
The following prompt appears:
CHANGE AGENT STATUS :
NEW STATUS (AVAIL/ACW/OUT ) :_
2. Enter the agent ID in the AGENT ID field and the desired status in the
NEW STATUS field.
Press [F8] (Enter Data).
3.
The agent's work state (under the "Status" column) changes from its previous
status to the new status.
The supervisor can change an agent's work state at any time in an active
split.
Error messages are displayed if an agent is already in the status entered, or if
an ID is entered for an agent that is not in the split, or if either of the prompt
fields is left blank. If an ACD call is in progress when the supervisor initiates
the change, the new status takes effect upon completion of the call, and a
message to that effect is displayed.
6-10 Making Agents Available for CMS Calls
AGENT ID: \
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