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Automatic Call Distribution (ACD) basics
Ringing (called "manual answer" in communication server administration) or zip tone
(called "automatic answer" in communication server administration) is established on a
per-telephone basis through communication server administration.
Auxiliary Work (AUXWORK) and After-Call-Work (ACW)
To temporarily stop ACD calls from arriving at an agent's telephone, an agent can press
the Auxiliary Work (AUXWORK) or After-Call-Work (ACW) button.
AUXWORK - The agent is involved in non-ACD work, is on break, in a meeting or at lunch.
CMS recognizes the extension as staffed but does not want ACD to route calls there for an
extended time. AUX-IN implies that the extension received an extension-in call while in
AUX. AUX-OUT implies that the agent placed an outgoing call while in AUX.
The AUXWORK button temporarily stops ACD calls from arriving at the agent's telephone.
The agent normally presses this button before doing non-ACD-related work such as taking
a break or doing personal business. Instead of unstaffing the extension or logging off, an
agent can press this button which places the agent in the auxiliary-work state. To receive
ACD calls again, the agent presses the MANUAL-IN or AUTO-IN button.
The AUXWORK button (or the dial access code, if no button is available) is assigned
through communication server administration. If an agent is normally logged into more
than one split, an AUXWORK button for each split may be assigned. Then, when the agent
presses the AUXWORK button for a particular split, the agent will not receive calls from
that split. However, the agent will still be available for calls from the other splits the agent is
logged into.
Also, if an agent is logged into more than one split/skill and receives an ACD call for one
split/skill, the agent is unavailable for calls for other splits/skills.
ACW - The agent is engaged in work associated with a call, but not on a call. ACW-IN
implies that the station received a call while in ACW. ACW-OUT implies that the agent
made an outgoing call while in ACW.
The ACW (After Call Work) button temporarily stops ACD calls from arriving at the agent's
telephone. An agent who is in Auto-In mode presses this button during a call so that when
the call is finished, the agent will not receive another ACD call and can, instead, do ACD
call-related work such as filling out a form, completing data entry, or making an outgoing
call. The lamp indicator next to the ACW button lights when the agent is in after- call-work.
When in the manual-in mode, an agent automatically enters ACW when the call ends.
However, if the agent needs to get out of Auto-In mode or the auxiliary work state to do
additional call-related work, the agent can press the ACW button (or dial the appropriate
access code). An agent can press the MANUAL-IN button (or dial the appropriate access
code) while on an ACD call to automatically enter ACW when the call ends. If an agent is
logged into more than one split, pressing the ACW button makes the agent unavailable for
calls in all splits. CMS considers the agent to be in the OTHER state for all splits other than
the split in which the agent is currently in ACW.Additional agent state/work modes
40 Communication Manager Guide to ACD Call Centers
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