7
Wrap-Up
Following an ACD call an Agent can be
programmed for Wrap-up. During Wrap-up ACD
calls will not be distributed to the station. Wrap-up
can be programmed to occur either Automatically or
Manually following the completion of an ACD call.
Automatic Method
After the completion of a call the agent is
automatically placed in Wrap-up mode. During
Wrap-up the Wrap-up button [
WRAP
] flashes red
and the display reads “Wrap-up.” The Automatic
Wrap-up duration is programmed in the ACD
database.
To Extend the Automatic Wrap-up Duration
Five seconds before the end of Wrap-up a tone is
audible. To extend Wrap-up for the programmed
length of time:
• Press the Wrap-up button [
WRAP
] after the tone
Manual Method
During a conversation the agent must press the
Wrap-up button [
WRAP
] to end the conversation
and place the station in Wrap-up mode. During
Wrap-up the Wrap-up button [
WRAP
] flashes red
and the display reads “Wrap-up.”
To End Wrap-Up
• Press red-flashing Wrap-up button [
WRAP
]
The lamp will turn off.
Qualifier Code Entry
Qualifier Codes may be entered during Wrap-up.
Up to four three-digit codes may be entered.
To Enter Qualifier Codes Manually
• Press the Qualify button [
QUALIFY
]
The Qualify button [
QUALIFY
] will flash red and
the display will read “Enter Code.”
• Enter a three-digit code [ ] [ ] [ ]
• Dial
to confirm
• Dial
to cancel
The lamp will turn off.
• To enter multiple codes repeat the procedure
To Enter Preset Qualifier Codes
• Press the desired Qualify button [
QUALIFYnnn
]
• To enter multiple codes repeat the procedure
8
Forced Qualify
Note:
This feature only works when Automatic
Wrap-up is programmed. A code may not be
entered during the five-second Wrap-up time
extension period. When this option is programmed,
the Qualify button will flash red and a Qualifier Code
must be entered.
• Press the Qualify button [
QUALIFY
] and enter a
code as described above
Queue Indication
Three Threshold Levels may be assigned to
indicate the number of calls waiting to be answered
by the ACD Group. A fourth indication informs the
Agents that ACD Calls are expanding to another
ACD Group.
Queue Button Level Number of Calls
Red 1 _____
Flashing Red 2 _____
Fast Flashing Red 3 _____
Green & Red Expansion
Call Park/Swap
To alternate between an ACD Call and an ECS call
when speaking on an ACD Call:
• Press the Call Park button [
PARK
]
It will flash green.
• Initiate either an intercom or outside call
• Press the Call Park button [
PARK
] to return to
the ACD Call and place the new call on Call Park
Using a Headset
To Answer an Incoming ACD Call
• Press the [
Headset Control
] key
To Hang Up
• Press the [
Headset Control
] key
To Transfer a Call
• Press the Transfer button [
TRAN
]
After you hear dial tone:
• Dial an extension number
• Press the [
Headset Control
] key
Help
Alerts the Supervisor that their help is required.
• Press the Help button [
HELP
]
The Help button will flash red. When the Supervisor
responds, the button will be red and the Supervisor
will be in the Call Monitoring state. If the Supervisor
does not respond, the lamp will go off after a
specified period of time.
