User`s guide

• PROBLEM: Agents sometimes find the light next to the Available button
is off even though they did not turn it off.
Possible Cause Corrective Action
CMS sent a call to the agent’s
Remind agents that any time CMS
voice terminal (perhaps when
sends a call to a voice terminal and it
the agent was away from the
goes unanswered, the voice terminal is
desk) and it went unanswered.
automatically placed in the ACW state.
Agents should press the Available
button to make themselves available
again.
The CMS Supervisor logged
No corrective action is needed.
out the agent from the Split
Status screen.
The Send All Calls feature was
Deactivate the Send All Calls feature
activated on the agent’s voice
as follows:
terminal.
1 Press the Send All Calls button on
the agent’s voice terminal.
2 Press the Available button to make
the agent available.
3 Have the System 25 Administrator
remove the Send All Calls feature
from the agent’s voice terminal to
prevent the problem from
recurring.
The agent used the System 25
Have the agent sign in at the CMS
Following or Forwarding
agent station using the PDC for that
feature.
station.
Agent Problems
9-31