ACAW - Handling inbound voice calls

When you are marked as Available, you will receive contact center calls through your agent CCP. You can choose to answer or decline the call. You have 20 seconds to answer the call when it rings on your desktop before it is returned to the queue, and you are put in an unavailable mode. 

Answering the Call

• To answer a call, click the Answer call button

• You may hear a whisper message when you answer the call to help you determine information about the caller or the queue the call came in on

Declining the Call

• To decline a call, click the Reject call button

• You will automatically decline a call if it rings at your CCP for 20 seconds. In this case you will be put in to a Missed Call state and you must click Close Contact in order to become Available again

Ending the Call 

End Call: 

• Click End Call when you are ready to hang up 

Wrap-Up Mode: 

• After the call is completed, you will be put in wrap-up mode, sometimes called ACW or After Call Work 

• This mode will only be completed when you click Close Contact

Demonstration Video

Open