CCR 1.0 User Guide Page 121
15-601130 Issue 1k (22 May 2009)IP Office
Agent: Agent Phone Controls
5.5.3 After Call Work
After Call Work indicates that the agent is not available to receive queue calls while they perform some other call
related activity. Typically this is used for activities such as call records and data entry that need to be completed before
handling another call. A number of controls are available for After Call Work . Agents can be configured to be
automatically put into ACW state after a queue call or else they can manually select to enter the state when required.
Note: The Wrap-Up feature briefly applied to the end of all calls including queue calls is also reported as After Call
Work state.
· Programmable Button
Most Avaya feature phones supported by IP Office have programmable buttons . The IP Office system
maintainer can program each of these buttons with features for use by the phone's user.
· After Call Work Button
You press the ACW button on your phone. The button will indicate when you are in After Call Work state
(manual or automatic). You can press the ACW button on your phone to manually exit After Call Work state.
· 2410, 5410, 2420, 5420, 4610, 5610, 5620, 5621, 4620, 4621, 4625, 1708, 1716.
· Dialing Short Codes
The short code features Start ACW and Clear ACW can be used to manually start and clear After Call Work.
· Phone Manager
There are no Phone Manager controls for this feature.
Automatic After Call Work
The IP Office telephone system maintainer can configure individual agents to be automatically put into After Call Work
state when they end a queue call. This option is only supported for agents when using a phone with an ACW button as
detailed about.
Disabling After Call Work
The IP Office system maintainer can disable the use of After Call Work by all agents or an individual agent. When this is
done, buttons and dialing short codes for After Call Work will not operate.
For all phone users, the IP Office phone system normally applies a short delay, by default 2 seconds, during which the
user is indicated as still being busy to further calls. The main function of wrap up is to allow analog phone users who
have just finished a call the opportunity to start dialing a short code or to make a call before another incoming call is
presented to them.
For users set as agents, the period of wrap up applied to their phone is reported as their being in After Call Work
state. If the agent is also set for automatic after call work, the wrap up period is applied first and then the automatic
after call work period is begun.
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