If your system administrator configures the Call Work Code (CWC) feature, you can use the feature to assign an incoming call with CWC. You can assign an incoming call with maximum of six CWCs. Six CWCs gets recorded in reporting and the last CWC selected shows "ticked" next to it in the CWC menu. The CWC length can be up to 16 digits. Call Management System (CMS) uses CWC to track calls based on the defined code.

To enter CWCs, you must log in as an agent, and one of the following conditions must be met:

• You are on an Automatic Call Distribution (ACD) call.

• You are operating in the manual-in mode and have transitioned to the After Call Work (ACW) state after disconnecting the ACD call.

• You are operating in the auto-in mode and have transitioned to the Timed ACW state after disconnecting the ACD call.

You cannot enter CWCs for any of the following conditions:

• You are on a non-ACD call.

• If the interaction is on Hold .

  To resume the interaction, click . You can then press the CWC button on the interaction work card to select a CWC before disconnecting the interaction.