IP Agent 7.0 - Can't get out of Timed ACW using Manual-In 1

[adminman3]

My user is on 7.0 IPAgent. His skills have 15 minutes of ACW. He doesn't always take 15 minutes to finish his notes so he wishes to be in an Auto-In mode before the 15 minute ACW expires. He can't do it with Manual-In administered, nor with Auto-In. The Manual-in button grays out when in Timed ACW so it is not even available to use.

My thought is that this is working just as it is intended to do, but is there a way to defeat the Timed ACW to re-engage in the taking of calls?

 

[ckhwi]

From CM ACD guide:

Cancelling Timed ACW

Timed ACW is cancelled under the following conditions:

Agent activates auto-in or manual-in mode: When an agent activates auto-in or manual-in mode during Timed ACW, the agent becomes available and timed ACW is cancelled. An agent can change to manual-in mode before or during a call. The system cancels Timed ACW and applies ACW (not timed) mode when the call is released. The agent remains in ACW until he or she requests another mode. When the agent releases an ACD call, the ACW lamp (if provided) lights. At the end of the administered Timed ACW interval, the ACW lamp goes dark and the auto-in lamp lights.

Agent activates ACW: Timed ACW is canceled when an agent presses the ACW button or dials the ACW FAC.

Agent activates Auxiliary Work mode: If an agent activates Auxiliary Work mode during Timed ACW, the agent is placed in that mode and Timed ACW is cancelled.

Ringing or held ACD call is dropped by the caller: If a ringing or held ACD call to an auto-in agent is dropped by the caller, Timed ACW is not activated.

 

[adminman3]

Thanks! I just moments ago discovered that the fix was to have the user enable AUTO-IN from his PHONE FEATURES drop down rather than from his configured button on the launch pad of the IP Agent Application.

Thanks again!