CCR 1.0 User Guide Page 186
15-601130 Issue 1k (22 May 2009)IP Office
7.6.10 Internal Twinning
Direct and queue calls for agents with internal twinning enabled are presented to both the agent's main and twinned
extensions.
· Use of this feature is not supported for agents. Using this feature may lead to statistics that appear incorrect or
that are difficult to interpret.
7.6.11 Line Appearance Buttons
Line appearance buttons can indicate when an incoming call on that line is ringing. The button can be used to answer the
call.
· Use of this feature is not supported for agents. Using this feature may lead to statistics that appear incorrect or
that are difficult to interpret.
7.6.12 Mobile Twinning
Mobile twinning is used to present calls to a user to both their normal extension and to an external number at the same
time. This is not normally used with hunt group calls. However the option Hunt Group Calls Eligible for Mobile
Twinning can be used to enable this.
· Use of this feature is not supported for agents. Using this feature may lead to statistics that appear incorrect or
that are difficult to interpret.
7.6.13 Parking Calls
Parked calls are recorded in the similarly to supervised transfers unless unparked by the same agent.
7.6.14 Wrap Up
For all phone users, the IP Office phone system normally applies a short delay, by default 2 seconds, during which the
user is indicated as still being busy to further calls. The main function of wrap up is to allow analog phone users who
have just finished a call the opportunity to start dialing a short code or to make a call before another incoming call is
presented to them.
For users set as agents, the period of wrap up applied to their phone is reported as their being in After Call Work
state. If the agent is also set for automatic after call work, the wrap up period is applied first and then the automatic
after call work period is begun.
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