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A-37A AVAILABILITY - ACD POSITION - ACD
A-37A AVAILABILITY - ACD POSITION - ACD
GENERAL DESCRIPTION
After-Call Availability allows a split to be assigned to either Automatic-Available mode or Automatic-Work mode.
This is referred to as the after-call work mode.
In Automatic-Available mode, a position becomes available to receive new ACD calls immediately upon discon-
necting from the previous call. In Automatic-Work mode, a position is unavailable to receive ACD calls after dis-
connecting from the previous call. Automatic-Work mode allows the agent time to perform miscellaneous activities
that may be associated with the ACD call.
After-call work mode may have a time limit which will automatically force the position to Available mode upon
expiration.
The after-call mode and optional Work Timeout are set on a per-split basis through the ACD PCPro or a MIS termi-
nal. Agents may change their after-call mode during an ACD call.
OPERATING PROCEDURE
Automatic-Available Mode set for split:
1. An agent is engaged in an ACD call. The WORK lamp is not lit and the lamp associated with the ACD CALL
key is lit.
2. If the ACD call is disconnected, the lamp associated with the ACD CALL key is turned off, the position be-
comes available, and READY
is displayed.
3. If the agent presses the WORK key before the ACD call is disconnected, the WORK lamp is lit, WORK PEND-
ING is displayed, and the Automatic-Work mode is selected for this call only.
Automatic-Work Mode set for split:
1. An agent is engaged in an ACD call. The WORK lamp is lit and the lamp associated with the ACD CALL key
is lit.
2. If the ACD call is disconnected, the lamp associated with the ACD CALL key is extinguished, the position be-
comes unavailable, and WORK MODE
is displayed for a short time.
3. If the agent presses the WORK key before the ACD call is disconnected, the WORK lamp is extinguished and
the Automatic-Available mode is selected for this call only.
4. After releasing the call and entering the Automatic-Work mode, the agent must press the WORK key to leave
the Automatic-Work mode and become available to receive new ACD calls.
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