User`s guide

• PROBLEM: Agents continue to receive CMS calls when their Available
lights are not lit.
Possible Cause
Corrective Action
The agents are pressing the
Remind the agents to press the ACW
ACW button after they hang
button before they hang up.
up.
The agent is not removed from
the DGC group. Therefore,
System 25 (not CMS) is
distributing calls to the agent.
(A clue to this would be that
the CMS calls distributed to
agents by System 25 produce a
double ring, while calls
distributed by CMS produce a
single ring.)
The agent must remove himself or
herself from the DGC group, as
follows:
1 Pick up the handset and listen for
dial tone.
2 Press [*] [4].
3 Listen for confirmation tone.
4 Hang up.
• PROBLEM: While on one CMS call, an agent receives another CMS call.
Possible Cause
Corrective Action
The agent put the first call on
hold and hung up the handset.
Remind the agent to lay the handset
on the desk after putting a call on
hold. Hanging up while the light next
to the Available button is on signals
CMS that the agent is available for
CMS calls.
The agent is not removed from
the DGC group. Therefore,
System 25 and CMS are
distributing calls to the agent.
(A clue to this would be that
the CMS calls distributed to
agents by System 25 produce a
double ring, while calls
distributed by CMS produce a
single ring.)
The agent must remove himself or
herself from the DGC group, as
follows:
1 Pick up the handset and listen for
dial tone.
2 Press [*] [4].
3 Listen for confirmation tone.
4 Hang Up.
9-30 Agent Problems