Timed ACW Interval in Hunt Group

[lduran67]

One of our depts is requesting the option of timed after call work interval of 30 seconds following calls, which is no prob - However they are asking about "what if they need to stay in ACW longer than the 30 secs?" (on an individual case by case basis)..
Is anyone out there aware if in the Timed ACW mode, the ACW button is illuminated following a call? and if the button can be depressed while already illuminated to keep the agent from being forced back into call handling once the timed interval is up?
Thanks
~Lana

 

[orypecos]

I don't know the answer to your question, but the agent can put themselves in "aux" and then they won't go back into available

 

[marcell55]

Yes, if the agent wants to stay in ACW longer than the timed period, they can manually hit the button (even though it's already illuminated) and they will stay in ACW until they hit their "Auto In" button again.

 

[lduran67]

Thanks marcell, I appreciate your help!