Use this procedure to configure After Contact Work (ACW) time through Avaya Control Manager.
Important:
Enabling ACW time is a mandatory global setting that impacts all interaction types.
Procedure
Log on to Control Manager.
Navigate to Configuration > Avaya Oceana™ > Server Details.
Either double-click the administered Avaya Oceana® UCA server, or select the administered Avaya Oceana® UCA server and click Edit.
Select the System Properties tab.
Expand After Contact Work.
Select the Enable After Contact Work check box.
In the After Contact Work Timer (Seconds) field, enter the same time as the POM completion timer.
Note:
Avaya Oceana® supports After Contact Work Timer settings only up to version 3.8. From version 3.8.1, Avaya Oceana® supports After Contact Work Timer for Voice (Seconds) for POM.
