Manual ACW time limit

[Kregar1]

Have read about ACW force time out settings. I'm trying to limit ACW time when an agent presses their ACW button on their phone to 15 minutes for paper work and then throw them back into auto-in state. I set ACW time on the VDN level and hunt to both 900 seconds. While testing, I push the ACW button on my phone and 15 minutes come and go without forcing me back to auto-in. Is there a setting I'm missing somewhere? 8730 platform - Version V15 with CM 5.0 and CMS 14
Thanks in advance

 

[Stinney]

1) Agent must be setup with Auto-In, if you are using Manual-In it will not work.

2) This timeout only works when the agent is automatically placed in ACW after the call. If they press the ACW button they can stay in ACW indefinitely.

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!