User`s guide

To enter the Logged Out state, the agent should do the following:
• Press [LOGGED OUT].
(The light next to the Logged Out button turns on, and the light next to
the Available or ACW button turns
off.)
When ready for CMS calls again, the agent should press the Available button.
(The light next to the Available button turns on.)
ANSWERING CMS CALLS During Day Service, when a CMS call comes in, the CMS automatically
distributes the call to the agent in the appropriate split who has been idle the
longest. If all agents are busy, CMS connects the caller to a recorded delay
message and then puts the call on hold. The caller is connected to an agent
when one becomes free.
NOTES: All CMS calls, including those transferred through the
Transfer-into-Queue feature, ring on the System Access button(s).
Agents will receive CMS calls only if the light next to the button
labeled “Available” is on and the agent’s voice terminal is on-hook.
To answer a ringing call, the agent must do the following:
• Lift the handset or switch on the headset.
(The agent is automatically connected to the CMS call.)
If the agent does not answer a CMS call within the time specified in the
Transfer Return Threshold (see “Setting Options” in Section 4), the call is
transferred to another agent, if available, or is connected to the voice
announcement unit, if the caller has not yet heard the delay message. If
neither an agent nor a voice announcement unit is available, the call will
continue to ring at the agent’s station until an agent or voice
announcement unit becomes available. The agent who didn’t answer the
call is then placed in the ACW state (the light next to the Available button
turns off, and the light next to the ACW button turns on), and the CMS
statistics show that the agent refused a call. The agent will not receive
any more CMS calls until he or she announces availability again by
pressing the Available button. If the call is still ringing at the refusing
agent’s station because no other agent or voice announcement unit is
available, and the agent answers the call without first pressing the
Available button, the agent will get credited for answering an "Other" call
rather than an ACD (CMS) call.
When the CMS call is finished, the agent should:
• Hang Up the handset, or press the switchhook, or switch off the headset
but
if the agent needs to complete paperwork associated with a previous CMS
call, the agent should press the ACW button before hanging up from the
call. If the agent waits to press the ACW button until after he or she
hangs up, CMS may send the agent another CMS call before the agent
has a chance to press the ACW button.
6-6 The Agent’s Voice Terminal