Call Work Codes and Stroke Count

If the agent is in the process of entering a Call Work Code (CWC) or Stroke Count and the Forced Agent Logout from ACW timer expires before the Digits message is sent to CMS, the following actions occur:

• The software aborts sending the message.

• The CWC session is closed as the agent is being logged out.

Even if the setting for CWC is forced, logging out of the agent is allowed and takes precedence over the CWC entry.

Direct Agent Calls

After an agent handles a Direct Agent Call (DAC), the Forced Agent Logout from ACW feature applies when the agent enters the ACW state after the DAC is released.

Multiple Call Handling

An agent in ACW is logged out because the Forced Agent Logout from ACW timer has expired, even if the agent has ACD calls on hold.

Timed ACW

Timed ACW immediately switches an auto-in agent into the ACW mode for a specific length of time after the agent disconnects from a call.

• If the agent disconnects from a call while in auto-in mode, the Timed ACW settings apply and the agent is not logged out based on the Forced Agent Logout from ACW settings.

• If the agent, after disconnecting from a call, uses the ACW button to enter ACW, or enters ACW while in Manual-In mode, the Forced Agent Logout from ACW feature settings apply.