Iwatsu ENTERPRISE-CS, Owner'S Manual

Page: 258 / 274

ECS ACD USER GUIDE - 240
Transfer
Agents and supervisors can transfer ACD calls. When calls are transferred to
extensions that are not logged in as ACD agents, the call is no longer tracked
as an ACD call.
Transferring a Call Using the Headset Control Key

Press the Transfer key.

After you hear dial tone:

Dial an extension number.

Press the [ Headset Control ] key.
Transfer to Call Park
This feature enables an active ACD Agent to place an ACD call in Individual
Call Park or transfer the call to another extension’s Individual Call Park.

While on an ACD Call:

Press the [ Transfer ]+[ PARK ] + ext # or assigned DSS key.
Transfer to ACD Group
The ACD Transfer key offers one-touch operation to transfer a call to an ACD
group queue. First, the ACD Transfer key is programmed for a specific ACD
group. When on a call, press the ACD Transfer key to transfer the call to the
ACD group. When not on a call, press the ACD Transfer key to call the group.
The ACD Queue key can also be used for transferring a call to an ACD group.
While on a call, press Transfer plus the ACD Queue key to transfer a call to
the ACD group.
Transferred / Forwarded Calls to ACD Group
Transferred/Forwarded calls to an ACD Group follow the ACD Group
Day/Night setting programmed in your system. Calls can be programmed to
transfer to the group during the day and forward to voicemail or another
destination at night.
Wrap-Up
The wrap-up function temporarily takes agents out of queue and provides them
with the ability to have a programmed period of time, 0-255 seconds, to
complete paperwork after a call. Two call types are selectable for wrap-up,
ACD calls only and ACD calls and outside line calls.
There are two methods to activate wrap-up: automatic wrap-up and manual
wrap-up. When automatic wrap-up is selected, wrap-up starts when the ACD