Summit & Summit 800
Feature Description and Operation Manual
Issue 1.2
23
2.7.3.5 Agent On/Off Duty w/Reason Code
Description
Agents can control their status, On/Off-duty, and assign a Reason code for an Off-duty state. The
system outputs the Reason code as part of the ACD Event message output. The Reason code
may be any digit (0 ~ 9, * and #). With the exception of Reason code “0”, when the Agent goes
Off-duty manually, the Agent must return to the On-duty state manually.
If assigned as the Auto ACD DND code, using Reason code “0” activates the ACD DND Wrap-up
timer. At expiration of the timer, the Agent is placed back On-duty. This provides the flexibility of
an Agent activated Wrap-up time.
The Agent may assign an
{ACD ON/OFF DUTY}
button to for easy access. The ACD group
number and the Reason code can be assigned in the Flex button for one-button operation. If the
button is assigned Reason code “0”, the Agent will return to On-duty status after the ACD DND
Wrap-up time.
Operation
Agent iPECS IP & LDP Phones
To assign an {ACD ON/OFF DUTY (GROUP)} button;
[TRANS/PGM]
+
{FLEX}
+ “571” + (optional ACD group number) + (optional Reason Code) +
[HOLD/SAVE]
To toggle to Off-duty state from On-Duty,
1. Dial “571”, Agent On/Off Duty Code.
2. Dial ACD group number.
3. Dial Reason Code (“0” ~ “9”, “*” or “#”)
Or,
1. Press
{ACD ON/OFF DUTY}
button.
2. Dial group number and Reason Code (“0” ~ “9”, “*” or “#”) unless assigned in the button.
To return to an On-duty state;
1. Dial “571”, Agent On/Off Duty Code
2. Dial ACD group number
Or,
1. Press the
{ACD ON/OFF DUTY}
button.
2. Dial the ACD group number unless assigned in the button
To assign an {ACD ON/OFF DUTY, ALL GROUPS} button;
[TRANS/PGM]
+
{FLEX}
+ “58*’ + (optional Reason Code) +
[HOLD/SAVE]
To toggle to Off-Duty status to both groups at one time:
1. Dial “58*”, the All group On/Off-Duty code.
2. Dial the Reason code (“0” ~ “9”, “*” or “#”)
