Auto-Available Skills (AAS)

MAO is inapplicable to AAS ports as these ports are non-human. However, if you do not assign messaging systems and Voice Response Units (VRUs) as AAS, you can change the work mode to AUX work.

After Call Work (ACW)

When an agent is available or leaves ACW for a direct agent call, Communication Manager changes the agent work mode to AUX work if the agent occupancy exceeds the MAO threshold.

Auxiliary (AUX) work

If an agent manually enters the AUX work mode with the MAO reason code, Communication Manager does not treat the agent as an agent with pending availability. The agent must manually change the work mode.

Call Work Code (CWC) or Stroke Count (SC)

If the agent occupancy is more than the MAO threshold and you administer forced entry of CWCs and SCs, Communication Manager prompts the agent to type a CWC or SC. When the agent types the CWC or SC, Communication Manager changes the agent work mode to AUX work.

Hunt group type

If you use the Most Idle Agent (MIA) and Least Occupied Agent (LOA) agent selection methods for hunt groups, Communication Manager places agents who are in MAO-related AUX work in the last position of an idle queue when the agent becomes available to receive calls.

Maximum Occupancy uses Least Occupied Agent (LOA) calculations to determine agent occupancy. Agent occupancy includes agent time with ACD calls ringing, calls active, calls on hold, and logged-in ACW if the system option or agent login ID has ACW as agent work time.

Multiple Call Handling (MCH)

An agent does not receive new MCH calls if the occupancy is more than the administered MAO threshold. An agent availability is pending when the agent releases all active ACD calls.

Reserve agents

If the occupancy of a reserve agent exceeds the MAO threshold, the agent availability is pending until the agent occupancy is less than the MAO threshold.

Timed ACW (TACW)

Communication Manager changes the agent work mode to AUX work after the agent time in TACW is complete. When the agent occupancy is less than the MAO threshold, Communication Manager makes the agent automatically available to receive calls.