BCMS

You can use BCMS to track Communication Manager switch-classified and non switch-classified calls. BCMS reports for Proactive Contact (PC) include ACD-OUT triggered and ACD time tracking. There is no ring-time associated with PC calls since PC agents are logged in to auto-answer stations.

Forced Agent Logout by Clock Time

Do not use the Call Center 4.0 introduced Forced Agent Logout by Clock Timer feature with the Call Center 4.0 introduced Improved Integration with PC Outbound Calling capability. The PC system places a PC agent in the AUX work mode when the agent is making an outbound PC-imitated call. If the administered time for Forced Agent Logout by Clock Time is reached, the PC agent is logged out immediately.