An agent must log out when the agent leaves for an extended period or is unavailable to receive ACD calls. If Call Management System or BCMS measures the split or skill and an agent logs out, Call Management System or BCMS receive a message to not measure the split or skill as the agent has logged out. In a non-EAS environment, if an agent is logged in to multiple splits, the agent must log out of each split.
When temporarily unavailable for calls, an agent must use the AUX work mode, instead of logging out. Call Management System or BCMS can continue to track the auxiliary work time of the agent.
To log out of a split, an agent goes off-hook and dials the logout FAC followed by the split number. To log out of a skill, the agent dials the logout FAC and is automatically logged out of all the assigned skills. If the logout is successful, the agent hears confirmation tone and work mode button lamps darken. The logout is canceled and the agent receives an intercept if any of the following occur during logout:
If an agent uses a handset in the Automatic Answer mode, the agent can log out by hanging up or turning off the headset, which does not mean pressing the release button on a Callmaster® phone. This does not apply to quick-disconnect. If the agent pulls the handset to log out, the agent is automatically logged out of all splits that the agent has logged in to.
