Automatic After-Call-Work (Auto Acw) State - AT&T Call Management System Supervizor's Manual

Introduction to CMS
them. To return to the available state from the after-call-work state, agents
simply touch their Available button.
Automatic After-Call-Work
(Auto ACW) State
The automatic after-call-work (Auto ACW) feature automatically places agents
into the after-call-work state upon completion of an ACD call. During that
time, agents receive no calls as they complete their work. The CMS supervi-
sor can program a specific amount of time for this after-call-work state. When
the time specified in the Auto ACW parameters elapses, agents are automati-
cally made available. Agents can make themselves available before the
specified time elapses by touching their Available button.
In addition to using the Available and ACW buttons on their phones to move
from work state to work state, agents in an active shift configuration always
know what state they're in by the status of the lights next to the buttons.
Available light on = available state
ACW light on= after-call-work state
Both lights off= logged out state
When agents touch the Available button to enter the available state, the light
next to the Available button goes on. When they touch the ACW button to
move from the available state to the after-call-work state, the light next to the
Available button goes off, and the light next to the ACW button goes on.
Agents who plan to be away from their phones for an extended period or who
are doing work unrelated to CMS can also log themselves out of CMS. They
move from the available state to the logged out state by touching the Avail-
able button and thus turning off its light. Likewise, they move from the after-
call-work state to the logged out state by touching the ACW button and turn-
ing off its light. Also, agents will be placed in the logged out state if they fail
to answer calls transferred to them by CMS.
Basic Terms and Key Concepts 1-5