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ACD Question
- Thread starter chuck14
- Start date
Sorry to be verbose, but have you attempted "Timed After-Call-Work" implementation?
You're either going to find the field on the hunt group form, or the system-parameters features form, I can't recall right now and don't have access to my switch.
~~~~~~~~
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.
You're either going to find the field on the hunt group form, or the system-parameters features form, I can't recall right now and don't have access to my switch.
~~~~~~~~
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.
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