This IRM section outlines the expectations and duties of an ACS manager based on their level in management. For the telephone system staff, the section outlines their duties with system maintenance, site telephone schedules, monitoring of telephone staff delivery and consultation with management on telephone staffing issues.

CFR Part 2635, Standards of Ethical Conduct for Employees of the Executive Branch.

IRM 1.2.1.6, Policy Statements for Collecting Process Activities, related to this section include:

The IRS Restructuring and Reform Act of 1998 (IRS RRA 98), Section 3705(a), provides identification requirements for all IRS employees working tax related matters.

The IRS adopted the Taxpayer Bill of Rights (TBOR) in June 2014. Employees are responsible for being familiar with and acting in accordance with taxpayer rights. See IRS 7803(a)(3), Execution of Duties in Accord wit Taxpayer Rights. For additional information about the TBOR, see https://www.irs.gov/taxpayer-bill-of-rights.

This section will outline the roles and responsibilities for Automated Collection System (ACS) managerial staff and telephone system staff. There will be specific IRM sections to outline these different responsibilities for these roles. The manager section will provide guidance for all levels of management in ACS. The telephone system staff section will provide guidance for all positions within a System Support team.

Program Reports: Section 1204 reports. Managers are required to submit quarterly certifications of compliance with section 1204 of the Internal Revenue Service Restructuring and Reform Act of 1998, prohibiting the use of tax enforcement results. Daily and weekly reports are performed by management. Headquarters gathers monthly data to communicate targets and objectives.

Managers are required to manage work programs and perform program and employee reviews to ensure Compliance work is completed according to procedural guidelines contained in applicable IRMs.

Program management and review guidelines are detailed in IRM 1.4.20.5.

The following reports assist with management controls:

Program objectives for phones are compiled by the JOC and reported on the JOC Web page. These reports are frequently reviewed and discussed at various levels of the organization, including BOD directors, BOD analysts, and site management.

Program Effectiveness: Program goals are measured against guidelines contained in the BOD program letters and established BOD business measures for each fiscal year.

Restructuring & Reform Act of 1998 (RRA 98), Section 1204, prohibits the use of records of tax enforcement results to evaluate employees, impose or suggest production quotas or goals with respect to such employees. This applies to all employees regardless of position held or location in which the work is performed. For purpose of implementing this section, IRM 1.5.1, The IRS Balanced Measurement System, refers to employees exercising judgment in determining tax liability or ability to pay as "Section 1204 Employees."

IRS has access control measures in place to provide protection from unauthorized alteration, loss, unavailability, or disclosure of information. These access controls are developed according to assigned user duties, i.e., telephone agents, managers, telephone system analyst, or headquarters analyst. Systems users are required to obtain On-Line Business Entitlement Access Request System (BEARS) permissions to access servers and programs, i.e., Contact Recording, Account, Management Service (AMS), Automated Lien System (ALS),Unified Contact Center Enterprise (UCCE), Aceyus, and E-Workforce Management (eWFM ).

Information is available from system reports to monitor the efficiency of telephone staff and performance of telephone systems staff. Some of the most common reports and report systems include:

The following table lists commonly used acronyms and their definitions:

Complete lists of commonly used terms and their definitions are contained in IRM 1.4.21.6, Glossary, for non-eWFM terms and IRM 1.4.21.7 , eWFM Glossary, for eWFM terms

When using this chapter to perform your daily duties, it may be necessary to use other resources listed below:

The following is a list of the primary sources of guidance for telephone system operations:

ACS Employee's Responsibility: With nationwide call routing (Enterprise) , we process accounts residing in other ACS Call Sites inventories, so case prints or other action is required to inform the manager that an approval is needed. ACS employees taking the following actions must inform their manager of the need to review and approve the case when it is moved to the managerial inventory (C0, R0, I0, or S0).

There is a systemic check that prevents non-managers from inputting these approvals on ACS. Other actions that either initiate or cease collection activities may require managerial approval as well.

Procedures may be established locally to require managerial approval of other actions, but there will be no systemic checks to ensure this.

Any disposition requiring approval on an account residing on a different Call Site's inventory. See IRM 5.19.5 ,ACS Inventory.

Levy / Lien Action:

Installment Agreement Dispositions

Currently Not Collectible Dispositions

Return Delinquency Dispositions

Request for Appeal, Collection Appeal Program (CAP) IRM 5.19.8.4.16.4(2)I

Referrals to Examination or Criminal Investigation - R3 Inventory IRM 5.19.5.7.3.1I

Inform the other ACS Call Sites of cases in your site's managerial approval inventories that require additional attention prior to closure via fax promptly. Your site's team leaders will provide this information. Promptly resolve or direct cases identified by other Sites as needing additional work to the appropriate team manager for follow-up. To ensure that information is properly transmitted, verify that the fax was sent successfully. The contact person will enter AMS comments on cases (both the person sending the account and the person responding in the originating site) to clearly record actions taken.

If the referred account has not been resolved after two attempts, contact the managerial approval fax contact person in the receiving site by phone or secure e-mail (if the site accepts this type of transmission) to resolve the outstanding issue promptly. Local practice will be followed to elevate the issue if the account remains unresolved after that contact.

The ACSWeb Manager Menu consists of the following tables:

The ACSWeb National Office Menu consists of the following tables:

The ACSWeb Levy Review Menu contains the following tables:

This process is utilized to specify that a user is to be allowed access to the system again. The analyst would normally use RESUME to restore a users access to the system that has been revoked by:

You can assign a new entry password and RESUME the profile at any time. See Exhibit 1.4.61-2 detailed instructions. Always remember to do the following:

When an employees profile is "REVOKED" , this specifies that RACF is to prevent a user from accessing the system. The users profile and DATA SETS are not deleted. The user cannot access the system, and the employee will be denied access at their next log in attempt.

A user should always be "REVOKED" if detailed to another position for 30 days or more.

If a user no longer needs ACS/ICS access DELETE the user by completing a BEARS request..

System's management begins with the establishment of the Security database for IDRS, ACS and the Resource Allocation Control File (RACF). Information input to the Security database authorizes employees to use the system and keeps track of employee information for reporting purposes.

For ACS security, refer to IRM 5.19.5.2

For security purposes, perform the following tasks:

Call Center SAs are required to perform quarterly certification of active ACS users. These reviews protect the integrity of the ACS system by ensuring that only authorized users have access. This is action required for all ACS Centers regardless of the number of profiles. After the review, a signed quarterly certification document must be submitted to HQ no later than 28 days after the end of the quarter.

TSAs will automatically have access to QMF through the approval of the BEARS "PROD SA (SRP) ‘site’ ACS " application (where ‘site’ is the call site location). Upon approval, TSAs shall submit an OS GetServices ticket for IT to install QMF for Windows. After QMF has been installed, users will need to import an "*.ini " file to configure QMF. Job aids and training material are located on the ACSSI Customer SharePoint. The site contains instructions for importing the "*.ini" file, configure QMF, and creating personal workspace.

To assist TSAs with site operations, the ACSSI group creates and uploads queries to the SA SharePoint site. These queries include:

Follow IRM 1.4.20.18, Workload Management, Outgoing Call Program that makes outgoing call on ACS cases.

Follow IRM 1.4.21.2.3, Best Practices, and job aids for management of the UCCE Call Sites.

Follow IRM 1.4.20.16.4, Security, for managers’ responsibilities for managing employees’ ACS, IDRS AND AOIC profiles.

Follow IRM 1.4.20.18.4, Accounts Management Services, for guidance on AMS access, management tools and AMS reports.

Follow IRM 1.4.21.4, eWFM for guidance on the eWorkforce Management application.

Follow IRM 1.4.21.2.1, System Analyst Roles and Responsibilities for E-Leave.

ACS Text chat uses the E-Gain application as the Hub to manage interactions with customers. Channels use a common desktop, knowledge base, customer history and business logic.

Access to the E-Gain application is secured by submitting a BEARS request for the Prod User TDC Chat SBSE (Taxpayer Digital Communications) application based on access needed. Requests should include name, position, SEID, Badge number, shift and whether the user is bilingual.

Follow IRM 1.4.21.2.1, System Analyst Roles and Responsibilities for ATTS.