Instruction manual

ManualsBrandsAT&T ManualsComputer equipmentCall Management System

141

142

143

144

145

146

147

148

149

150

Troubleshooting

Agent Problems

PROBLEM:

An agent is not receiving any CMS calls.

Possible Cause

Corrective Action

The agent isn’t using the

Check the Split Status screen to confirm that

Available and ACW but-

the agent is in the available state.

tons correctly

and

Check that the buttons are programmed prop-

The buttons may not be

erly.

programmed properly.

The agent has not been

Add the agent to the current shift configuration

added to the current shift

by following the instructions for “Creating An

configuration.

Agent Directory” in Chapter 5.

PROBLEM:

An agent’s properly programmed ACW and Available buttons

do not respond correctly or agents are inconsistently put into the ACW or

Available states.

Possible Cause

Corrective Action

The agent’s line group is

If Auto ACW is in effect, agents should not

programmed for Auto

touch the ACW button. Agents may touch the

ACW and the agent is

Available button only after their telephones

touching the ACW and

have been put into the ACW state automati-

Available buttons.

cally.

Auto ACW is not pro-

Check that Auto ACW is programmed properly

grammed correctly.

for the agent’s line group. Reprogram if

necessary.