NEC Univerge SV8100, Installation Manual

Page: 143 / 278

UNIVERGE SV8100 Issue 4.0
ACD Installation Manual 3 - 111
Wrap-Up Time
Description
Wrap-Up Time temporarily busies-out an ACD agent's phone from receiving ACD
calls so they can work at their desk uninterrupted, although other types of calls can
still be received. This gives the agent time to fill out important logs and records as
soon as they are finished with their call. There are two types of Wrap-Up Time:
Manual Wrap-Up Time
An ACD Agent can enable Manual Wrap-Up Time any time they need to work at their
desk undisturbed. You might prefer this Wrap-Up Time mode if an agent only
occasionally has to fill out follow-up paper work after they complete their call. When
the agent is through catching up with their work, they manually return themselves to
the ACD Group.
Automatic Wrap-Up Time
The system implements Automatic Wrap-Up Time for the agent as soon as they hang
up their current call. This is helpful in applications (such as Tech Service groups)
where follow-up paperwork is a
requirement for every call. When the agent is done
with their work, they manually return themselves to the ACD Group. Optionally, Auto
Wrap-up can
automatically log the agent back into their group after a programmed
interval (termed the Auto Wrap-up Time).
Conditions
None
Default Setting

Service Code to set Wrap-Up Mode for SLT is 656 (Program 11-13-03).

Service Code to cancel Wrap-Up Mode for SLT is 657 (Program
11-13-04).

No Wrap-Up Time keys programmed (Program 15-07-01 = *17).

Automatic Wrap-Up disabled (Program 41-14-02 = 0).

Auto Wrap-Up Time disabled (Program 41-14-09 = 0).