Summit & Summit 800
Feature Description and Operation Manual
Issue 1.2
18
Related Features
Station Groups
Hardware
iPECS IP or LDP Phone
2.7.3.2 Agent Automatic Wrap-Up
Description
When an Agent completes an ACD group call, the Agent automatically enters into the Wrap-up
state. In this state, an Agent will not receive ACD calls, allowing the Agent to complete paperwork,
etc. The Agent remains in this automatic Wrap-Up state for the duration of the ACD group Wrap-
Up Timer. After the Wrap-Up Timer or by using “Wrap-Up-End” feature, the Agent returns to
available status and can receive ACD group calls.
Operation
Activation is automatic when the Agent completes an ACD Group call
Agent iPECS IP & LDP Phones
To assign a {WRAP-UP-END} button;
[TRANS/PGM]
+
{FLEX}
+ “585” + ACD Group
[HOLD/SAVE]
To manually deactivate the Wrap-Up state;
1. Dial “585” the Wrap-Up-End code.
Or,
Press the
{WRAP-UP-END}
flexible button.
Agent SLT
To manually deactivate the Wrap-Up state;
1. Dial “585” the Wrap-Up-End code.
Conditions
1. During Wrap-Up, the assigned
{WRAP-UP-END}
Flex button flashes. The button LED
extinguishes when the Wrap-Up Timer expires or if the button is pressed, both actions
return the Agent to available.
Programming
Keyset Admin.
NUMBERING PLAN
ACD Agent Wrap-Up-End (PGM 109-Button 9)
STATION GROUPS
ACD Group (PGM 191)
