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Symposium and DMS/MSL-100 Switch Guide 29
April 2004 Getting started
Variable Wrap feature
When an agent releases a call, the Variable Wrap feature prevents another call
from being presented to the agent for a specific period of time. Agents can use
this time to perform any required post-call processing. For Symposium Call
Center Server to support Variable Wrap, the feature must be configured on the
switch.
There are two options available when configuring Variable Wrap:
!
If Variable Wrap is set to a value greater than zero (0), once an active call is
released, the agent is not available to receive any new calls for the length of
time specified. For example, if Variable Wrap is set to a value of 20, the
agent has 20 seconds to record call-related information before becoming
available to receive new calls.
!
If Variable Wrap is set to the value zero (0), once the active call is released,
the agent immediately becomes available to receive new calls.
Note: If you do not configure Variable Wrap on the switch, the Release Guard
feature is enabled. Release Guard prevents calls from being presented to the
agent for 1 second after an active call is released.