User`s guide

Available State
When call management begins, all agents are automatically placed in the
Logged Out state. Tell your agents when CMS call management has begun
so they can make themselves available for CMS calls. Those agents who are
ready for CMS calls can turn on the light next to the Available button at their
voice terminals by pressing the Available button.
When agents want to reenter the Available state from the ACW or Logged
Out state, they can signal their availability by pressing the Available button
and thus turning on the light next to it.
NOTE: Remind agents whom you add to a configuration, move to a
new split, or move to a different agent station that they must press
the Available button to signal their availability.
After-Call-Work State
When agents need to finish paperwork associated with a CMS call, they can
announce their unavailability by pressing the ACW button. (The light next to
it goes on.) Agents who refuse a CMS call (that is, the agents do not answer
the call within the number of rings specified in the Transfer Return Threshold
on the Set Options screen) are automatically placed in the ACW state.
Making Agents Available for CMS Calls 5-9