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ACD contact center features
Call work codes (Category A only)
Call work codes are up to 16-digit sequences that ACD agents enter to record such
customer-related information as account codes, social security numbers, or phone
numbers. You define the codes for your site. Codes that agents enter are sent to CMS for
storage for splits/skills measured by CMS and only when the link to the CMS is up. Agents
must have multiappearance phones (for example, Callmaster) to enter call work codes.
To enter call work codes, the agent must be off-hook and either:
On an ACD call
In ACW mode after disconnecting from a call while in Manual-In mode
In Timed ACW after disconnecting from a call while in Auto-In mode
In Auto-In mode and pending for ACW mode
The sequence of event is as follows:
1. The agent select Call Work Code (CWC) button.
2. The CWC lamp lights steadily and a C: prompt appears on the agent's display. The
agent must wait for the ready indication before entering the call work code or the caller
hears the touch-tone digits being dialed.
3. Agent enters up to 16 digits on the dial pad. The agent can press * to erase digits.
4. The agent presses # to send the code entry to CMS.
5. The Call Work Code lamp goes dark and the display returns to normal.
6. If the agent presses any feature button or hangs up during digit collection, the code
entry is cancelled and data is sent to CMS. The CWC lamp goes dark and the display
is cleared.
Call work codes may be used by as many as 100 agents simultaneously. If 100 agents are
simultaneously using this function, and another agent attempts to enter a call work code,
the agent receives a display message to try again later.
Forced entry of stroke counts and call work codes
You can administer a split/skill so that agents must enter a stroke count and/or a call work
code before becoming available for another call using Manual-In mode.
Note:
Note:
To enter a stroke count and/or call work code, the agent must be on a call, or in ACW mode
after releasing a call in Manual-In mode.
66 Communication Manager Guide to ACD Call Centers
Multi-appearance phones or an attendant console are required for agents to
enter stroke counts or call work codes.
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