ACD contact center features
76 Communication Manager Guide to ACD Call Centers
If an agent in an AAS with an Auto-Answer telephone goes off-hook, the telephone is
logged into any Auto-Available splits of which it is a member. To log out of the AAS
splits/skills, the agent goes on-hook, is placed in AUX work mode, and then presses the
RELEASE button on nonanalog sets or disconnects on analog sets. Because agents are
not placed immediately in Auto-In work mode, they may place personal or emergency calls
rather than answering ACD calls that may be in queue.
CMS
For each agent, AAS notifies CMS of any login, logout, or change into the Auto-In work
mode. In a non-EAS environment, an AAS agent is identified to CMS with a login ID
equivalent to the agent’s administered extension. With EAS, the AAS login ID and port are
assigned on the Login ID form.
With CMS Move Agent, you can move a member from one AAS split/skill to another while
that member is logged in.
