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W-6A WORK MODE TIME LIMIT - ACD
W-6A WORK MODE TIME LIMIT - ACD
GENERAL DESCRIPTION
This feature allows the specification of a maximum time limit for an agent to be in Work mode at the conclusion of
an ACD call before being automatically placed in Ready mode. Once in Ready mode, the agent will be connected
to a call if calls are queued. The time limit applies to all the agents within a split.
Note: This feature is available in North America only.
OPERATING PROCEDURE
1. This feature is implemented through an ACD PCPro command. The command data is on a split-wide basis.
2. The following example illustrates the operation of the feature.
a. The Work mode time limit is set at 45 seconds for Split A.
b. After-call Work mode is set for Split A.
c. An agent in Split A completes an ACD call, and is automatically placed in Work mode.
d. One of three different scenarios could follow:
1. The agent does not press any keys in the next 45 seconds. The agent is automatically placed in Ready
mode and is connected to a caller if there are calls in queue.
2. The agent presses the BREAK key or LOGON key within the next 45 seconds. The agent is placed in
the appropriate mode.
3. The agent chooses to return to Ready mode in less than 45 seconds, and presses the WORK key. The
agent is connected to a caller if there are calls in queue.
3. When the agent position is placed in a “Penalty Work” mode by CALL RECOVER [C-191A], this feature can-
not be activated.
PROGRAMMING
ACDSPL
WMT: Work mode timer timeout (0-9999 sec.)
* “0” means Work Mode Time Limit is out of service
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