User`s guide

Using the Agent Voice Terminal for CMS
Your CMS agents can announce their availability or unavailability for CMS
calls, place and answer both inside and outside calls, signal you for
assistance, transfer calls, and, when CMS is not managing calls, answer calls
that come into a DGC group.
In the following procedures, some button names have brackets surrounding
them, such as [AVAILABLE] or [DSS]. This indicates the feature assigned to
the button. For features such as DSS, Flexible DSS, or Repertory Dialing,
you may choose to label the agent’s voice terminal buttons with a telephone
number that has been programmed onto that button for automatic dialing.
NOTE: Agents can use the CMS Agent Card as a quick reference for
using their voice terminals for CMS.
USING THE AVAILABLE,
During call management, an agent may enter and leave the following work
ACW, AND LOGGED OUT
states: Available, After-Call-Work, and Logged Out. Every agent voice
BUTTONS
terminal needs a button for each of these three work states. When agents are
in either the Available or ACW state, they are considered logged in.
Available State
In order to receive CMS calls, an agent’s voice terminal must be in the
Available state.
To enter the Available state, the agent must:
• Press [AVAILABLE].
(The green light next to the Available button turns on.)
After-Call-Work State
Entering the ACW state makes the agent unavailable for CMS calls while
finishing paperwork associated with the previous CMS call.
To enter the ACW state, the agent should do the following:
• Before hanging up from a CMS call, the agent should press [ACW].
(The light next to the ACW button turns on, and the light next to the
Available button turns off.)
NOTE: If the agent does not press [ACW] while still off-hook, CMS
can send the agent another ACD (CMS) call when the agent hangs up
the handset.
Logged Out State
An agent is automatically placed in the Logged Out state by CMS when call
management starts, when a new configuration is selected, and when the
agent is moved or added to a configuration. You can log out the agent from
the Split Status screen. If the Agent Logout ACW exception on the Agent
Exceptions screen is turned on, agents who have been in the ACW state more
than the time specified as the exception threshold are placed in the Logged
Out state.
The Agent’s Voice Terminal 6-5