When the percentage of work time of a manual-in agent exceeds the MAO threshold, Communication Manager changes the agent work mode to After Call Work (ACW) when the agent releases the call. When the agent presses manual-in or types a Feature Access Code (FAC) to change the work mode to Available, Communication Manager changes the agent work mode to AUX work and sends the MAO reason code to the reporting adjuncts.

When the percentage of work time is less than the MAO threshold, Communication Manager changes the agent work state to manual-in so that the agent can receive calls.