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SignalCorpNCO (IS/IT--Management) (OP)
12 Jun 06 16:33
If in system parameters features - ACW Agents considered Idle = Y, shouldn't they get calls queued to them?
dwalin (TechnicalUser)
12 Jun 06 16:39
SignalCorpNCO,

first, calls are queued to a skill (or a split), not to an agent.
second, agent being in after call work mode doesn't receive calls, that's what this mode is for.
third, the parameter you've mentioned tell the system how to interpret agent's time in acw: either as work (count it in overall agent occupancy) or as an idle time, like aux. it doesn't affect call distribution, only agent occupancy calculation.
SignalCorpNCO (IS/IT--Management) (OP)
12 Jun 06 16:54
One thing though - the admin guide for ACM (03-300509) states "Enter y to have agents who are in After Call Work included in the Most-Idle Agent queue. This means that ACW is counted as idle time.  Enter n to exclude ACW agents from the queue."


dwalin, where might I find the info that you have provided?  Thanks in advance.

dwalin (TechnicalUser)
13 Jun 06 6:03
SignalCorpNCO,

the queue admin guide mentions is for agents, not calls. you see, all of this has meaning in the situation when there are fewer calls than agents, and system can choose which agent will serve a new call. the list of agents can be expressed as a queue but it is not a real queue, more like a virtual one. system does count an agent's overall occupancy, including time spent on acd calls, extension calls, in aux mode and in acw mode. and the setting we're talking about let the system know if the after call work time is considered work time or idle time.
langl3y (TechnicalUser)
13 Jun 06 9:20
This may be a very important setting for your call flow.

ACW considered idle means that the Agent is put at the back of the queue when they go back into available, as long as EAD-MIA is programmed in the Hunt-group form.  The ACD considers ACW the same as AUX - idle.  This option became availble with Release 6.  If you use EAD-LOA, it will count their ACW as idle occupancy, just like AUX.  

If the field is set to n, it means that the agent keeps his/her place in the queue whilst they are in ACW.  If they happen to be in ACW for longer than anyone else has been available (plus the others ACW of course), then they will get the first call when they go into available, as long as the skill levels are equal.

The Avaya ACD guide can be found on their website.
FSI (MIS)
13 Jun 06 15:37
Isn’t it the other way round? MIA meaning Most Idle Agent, so if ACW is considered idle, an ACW Agent will not lose its spot in the Agent queue.

With ACW Agents Considered Idle? n an ACW Agent will go back at the end of the Agent queue while on ACW

Regards

Frank
langl3y (TechnicalUser)
14 Jun 06 4:26
No
SignalCorpNCO (IS/IT--Management) (OP)
14 Jun 06 8:15
All, thanks for your posts.  Now that I have an understanding of this parameter and its true purpose, I have decided to implement auto-answer: ACD via the agent login w/ zip tone.  This will undoubtedly improve ASA and greatly decrease ring-time.

Thanks again.

FSI (MIS)
14 Jun 06 12:30
langl3y:

From the AVAYA ACD guide:
ACW Agents Considered Idle? Enter y (default) to have agents who are in After Call Work
included in the Most-Idle Agent queue. Enter n to exclude ACW agents from the queue.

please explain how they will keep their spot in the MIA queue while on ACW with this feature set to N.
I don't get it....

Regards

Frank

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