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The attempt is cancelled and the agent receives an intercept if the agent:
Tries to enter a work mode for an invalid split/skill
Tries to enter the work mode for a split/skill of which he or she is not a member
Dials an invalid FAC
Auxiliary Work mode
An agent should enter Auxiliary Work mode whenever taking a temporary break. This
makes the agent unavailable for ACD calls and removes them from the most-idle-agent
queue. CMS and BCMS can continue to track the agent.
In a non-EAS environment, when an agent is in AUX Work mode for a particular split, the
agent may be available for ACD calls to other splits that the agent is logged into,
depending on the agent's state in those splits. Even in AUX, the agent is still available for
non-ACD calls. CMS/BCMS is notified whenever an agent in AUX Work mode receives an
incoming non-ACD call or makes an outgoing call. When an agent logs into a split, he or
she automatically enters AUX Work mode for that split.
Note:
Agents in vector-controlled splits/skills can go into AUX Work mode even if
Note:
they are the last agent and calls are queued to that split/skill.
Auto-In mode
In Auto-In mode, the agent automatically becomes available for answering new ACD calls
upon disconnecting from an ACD call.
Manual-In mode
In Manual-In mode, the agent automatically enters ACW mode for the split/skill upon
disconnecting from an ACD call and is not available for any ACD calls. To become
available for ACD calls, the agent must manually reenter either Auto-In mode or Manual-In
mode.
After Call Work mode
An agent should enter ACW mode when he or she needs to perform ACD-related
activities, such as filling out a form as a result of an ACD call. The agent is unavailable for
ACD calls to all splits/skills while in ACW mode. Communication server administration
determines whether the agent remains in the Most Idle Agent queue while in ACW.
When an agent is in the Manual-In mode and disconnects from an ACD call, he or she
automatically enters ACW mode. Although no longer available for ACD calls, the agent is
still available for non-ACD calls. CMS or BCMS is notified whenever an agent in ACW
mode receives an incoming non-ACD call or makes an outgoing call.
Agent Call Handling
Issue 1.0 May 2003
63
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