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

Changing System Options and Programming Exceptions
2. Enter
on
3. Enter the number of seconds (1 through 999) for the maximum talk time
for each split.
To leave the exception turned off for a split, enter a hyphen.
Press
4. [F8]
The prompt clears and the function keys change.
5. Choose another activity from this screen, or press [F8] (Admin
Exceptns) to return to the Exception Settings screen.
6. Press [F8] (Admin Menu) when you finish programming exceptions.
The following is an example of a message that appears when the exception
threshold is met:
Split 1 - Agent TOM - Talk Time >= 180 sec
***

ACW (After Call Work)

The after-call-work state refers to the time agents make themselves tem-
porarily unavailable for calls. If you turn on this exception, CMS notifies you
when an agent has been in the ACW state as long as or longer than the
threshold set for that split.
1. Press [F2] (ACW).
The following prompt appears:
ACW (minutes) :
Split l: - 2: – 3: – 4: - 5: – 6:-
2. Enter or
on
3. Enter a number of minutes (1 through 999) for each split. To leave the
exception turned off for a split, enter a hyphen.
4. Press
[F8]
The prompt clears and the function keys change.
or Press [F6] (Next Field) to keep the current value.
off.
(Enter Data) after the last field.
ON/OFF ?
Press [F6] (Next Field) to keep the current value.
off
(Enter Data) after the last field.
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Programming Exceptions 4-15