TIMED ACW NOT WORKING FOR ME

[NatThomas]

Hi,

Please can you let me know if a hunt group/skill needs to be set up in a certain way for Timed ACW to work.
This is the set up of one of the skills

EAD MIA
ACD y
Queue Y
Vec y
MM EARLY ANSWER n
Skill y
AAS n
Measured External
Controlling Adjunct none
Timed ACW 30 sec
Multiple Call Handling none
Expected Call Handling Time 180 secs
SVL 80 in 20
Forced entry of Stroke.... n
Message Centre none
LWC Reception none


Is there anything that needs to be changed on the agent id?

Basically we've never used Timed ACW before and Ive just literally changed the Timed ACW parameter on the skill on page 2

For some reason its not working for them.

Any help would be good,

Thanks guys

 

[marcell55]

Are you using an "Auto In" button, or a "Manual In" button on the agent station. You have to use this in conjuction with an Auto In button. Manual In puts you into ACW indefinately.

Also, check the VDN that the calls are coming in on and make sure that the "Timed ACW" field there is blank and doesn't say zero or some other number.

 

[RGarcia87]

Remember, after the 30 seconds are up the agent can simply go back into ACW by pressing the ACW button.

 

[NatThomas]

Hi,

I was using Manual in instead of Auto in. Ive advised the dept that Im going to need to change this now for it to work...

Ive also told them they can simply press ACW again but they feel at least they can then say well you pressed it and didnt simply forget you were in ACW.

Thanks for your help guys. I love this site!!!!

Nat