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Old 08-22-2014, 11:48 PM
lsngta lsngta is offline
Join Date: Aug 2014
Posts: 6
lsngta has 10 reputation points


Just a thought....If the agents are instructed to login in "manual-in" mode ,the system puts them into "aftercallwork" automatically.If at all the agent finishes the acw sooner than expected they can press the manual-in button on their phones and they gonna be back available for acd calls.
on the other hand if the agent logins in "auto-in" mode,they will never go to acw mode unless they press the acw button after the acd call or needs programming done in the CM to fix certain acw time for their agents to make the acw appear automatically( after finishing an acd call in auto-in mode)
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