Auto-In

The auto-in button indicates that the agent is available for an ACD call. When the call ends, the agent is immediately available for another ACD call based on the administered call distribution method. The agent does not have to press any button to receive another ACD call. This type of call answering increases the number of calls that the agents can answer in a given period and is most effective if the agents have little or no call-related work after finishing ACD calls.

Communication Manager has a Timed After Call Work (TACW) feature for the auto-in mode. This option automatically puts the agent in ACW for a preset length of time at the end of the call. When the time is up, the agent automatically becomes available to receive another ACD call.

Manual-in and auto-in dial access codes and phone buttons are assigned through the Communication Manager administration.

Manual-In

The manual-in button indicates that the agent extension is available for an ACD call. Communication Manager distributes a call based on the administered call distribution method. When the call ends, the agent automatically enters the ACW state. While in ACW, the agent is unavailable to receive ACD calls. When ACW ends, the agent presses manual-in to receive another ACD call.

The manual-in mode is most effective if an agent must perform call-related tasks after finishing each ACD call.

Manual-In dial access codes and phone buttons are assigned through Communication Manager administration.