Forced Agent Logout from ACW

Last Updated : Sep 08, 2012 |

You can use Forced Agent Logout from ACW only if all of the following conditions are true:

  • EAS is set to y.

  • Reason Code is set to y. If the Reason Code feature is not active, you can still set the maximum time that an agent can be in ACW on a system-wide basis or for each agent, but you cannot administer a reason for the logout.

Administer Forced Agent Logout from ACW on the following screens.

Screen name

Field name

Page 13 of Feature-Related System Parameters

Maximum time agent in ACW before logout (sec): Set the maximum time that an agent can be in the ACW mode.

This is a system-wide setting.

Agent Login ID

Maximum time agent in ACW before logout (sec): Set the maximum time that an agent can be in the ACW mode. Set the reason code that describes why Communication Manager logged the agent out.

This setting is for each agent.