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ACD contact center features
Timed After Call Work
With Timed ACW administered, an Auto-In agent is immediately placed in ACW mode for a
specific length of time after completing the currently-active ACD call. When the Timed
ACW interval expires, the agent automatically returns to the Auto-In work mode. If the
agent activates ACW while not on a call, the agent is placed in ACW (not timed) mode
regardless of whether the agent is in Auto-In or Manual-In mode.
Use Timed ACW to allow agents to rest between incoming ACD calls, or to pace agents
when they have to complete work from the previous call within an allotted time. In addition,
if you have Home Agent, use Timed ACW to allow agents additional time to dial a FAC to
place themselves in a different work mode after the current ACD call is completed.
Timed ACW and VDN
You can administer Timed ACW for all calls to a split/skill and/or to a VDN. Any completed
calls to the split/skill or to the VDN, including direct agent calls, are followed by a timed
ACW when the answering agent is in Auto-In work mode. If a VDN call routes to a
split/skill, the Timed ACW interval for the VDN overrides the Timed ACW interval for the
hunt group. VDN override applies to VDN-Timed ACW.
Cancelling Timed ACW
Timed ACW is cancelled under the following conditions:
Agent activates Auto-In or Manual-In mode – When an agent activates Auto-In or
Manual-In mode during Timed ACW, the agent becomes available and timed ACW is
cancelled. An agent can change to Manual-In mode before or during a call. The system
cancels Timed ACW and applies ACW (not timed) mode when the call is released. The
agent remains in ACW until he or she requests another mode. When the agent releases
an ACD call, the ACW lamp (if provided) lights. At the end of the administered Timed
ACW interval, the ACW lamp goes dark and the Auto-In lamp lights.
Agent activates ACW – Timed ACW is canceled when an agent presses the ACW
button or dials the ACW FAC.
Agent activates Auxiliary Work mode – If an agent activates Auxiliary Work mode
during Timed ACW, the agent is placed in that mode and Timed ACW is cancelled.
Ringing or held ACD call is dropped by the caller – If a ringing or held ACD call to an
Auto-In agent is dropped by the caller, Timed ACW is not activated.
Agent request for supervisor assistance
To request assistance from the split/skill supervisor, an agent, with or without an active
ACD call, presses the Assist button or puts the call on hold and dials the Assist FAC plus
the split/skill number. The agent must be logged into the split/skill. Assist generates 3-burst
ringing at the supervisor's station. If a split/skill supervisor is not assigned, the agent
receives intercept tone.
64 Communication Manager Guide to ACD Call Centers
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