On CS 1000 phones, the equivalent to Call Work Codes (CWC) is Activity Code (AC) used together with the Not Ready key and recording call related activities. However, these codes do not apply to a supervisor monitoring an agent, making and answering a call from an agent, and making an emergency call. These actions automatically put a supervisor into the Not Ready state.
Phones without displays cannot process activity codes. The codes also cannot be used when the phone is logged out.
Agents can use the Activity Code key to enter the appropriate activity code for their current work. For example, an agent can record an account number of the caller, a social security number, or a customer defined value.
Post processors use the Activity Code key to handle billing or record the agent time that he spent on a task.
The agent can enter Call Work Codes (CWC) in the following cases:
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During a call
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In the Not Ready state
The following flow describes how the agent can use a CWC during a call:
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The agent presses the Activity Code key. The icon or key LED lights.
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The agent enters the Call Work Code. To delete a character, the agent must press * or #.
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The agent presses the Activity Code key again. The information is sent to the server and the icon is off.
The agent can enter a CWC during a call several times if the activity changes.
The following flow describes how the agent enters a CWC in the Not Ready state:
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The agent presses the Not Ready key. The Not Ready icon lights and the Activity Code key icon flashes.
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The agent presses the Activity Code key. The icon or key LED lights.
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The agent enters Call Work Code. To delete a character, the agent must press * or #.
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The agent presses the Activity Code key again. The information is sent to the server and the icon is off.
The agent can enter a CWC in the Not Ready state several times if the activity changes.
A default activity code is provided and used whenever an agent does not enter the code.
