Configuring After Call Work button for an agent

Last Updated : Feb 23, 2020 |
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An After Call Work mode indicates that the agent is performing after call work, such as completing a call-related form, after the agent ends an incoming call.
If you have programmed timed after call work for an agent, then button configuration is not required on the agent’s endpoint. The button configuration is required only if you want to show after call work mode on the agent’s phone during transition from one work mode to another or the agent is allowed to extend the after call work time.
  1. Log on to System Manager by using administrative credentials.
  2. On the System Manager web console, navigate to Elements Communication Manager Endpoints.
  3. Click Manage Endpoints.
  4. On the Endpoints page, select the CC endpoint for which you want to configure the After Call Work button, and then click Edit.
  5. On the Edit Endpoint page, click the Button Assignment tab.
    1. In the Button Feature field, click after-call.
    2. In the after-call Grp field, enter the split group number for ACD.
    3. In the Button Label field corresponding to the button number that you want to configure as a After Call Work button, type a name for the label. For example, After Call Work.
      ADDITIONAL INFORMATION:
      This label appears on the endpoint.
      If you do not specify a label, the default label that appears on the endpoint is ACW.
  6. Click Commit to save the changes.