Auto-Answer

If you administer a non-analog phone as auto-answer and an agent is logged in to a split or skill, the system logs the agent out of the system when the phone goes on-hook.

If you administer an analog phone as auto-answer and an agent is logged in to a split or skill, the agent must enter a logout Feature Access Code (FAC) to log out of the system.

As Communication Manager denies a logout FAC, do not administer an auto-answer phone as a member of Auto-Available Split/Skill (AAS).

To log an agent out of the system:

• Busy out the extension.

• Remove the agent ID from the split or skill when the agent is on an ACD call.

If an AAS agent with an auto-answer phone goes off-hook, Communication Manager logs the agent in another AAS of which the agent is a member. To log out of an AAS split or skill, an agent goes off-hook to be placed in the Auxiliary (AUX) work mode. The agent then presses release on non-analog phones or disconnect on analog phones. As Communication Manager does not place agents in the Auto-in work mode immediately, agents can place emergency or personal calls instead of responding to ACD calls in the queue.

Call Management System (CMS)

For each agent, AAS notifies CMS about agent login, logout, or change to the Auto-in work mode.

In a non-EAS environment, CMS identifies and AAS agent with a login ID equivalent to the administered extension.

In an EAS environment, the AAS login ID and port are assigned on the Agent Login ID screen. Use the CMS Move Agent request to move an agent from one AAS split or skill to another while the agent is logged in to the system.