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System Features
INTER-TEL
®
AXXESS
®
MANUAL VERSION 11.0 – May 2008
Wrap-Up Mode for Holding ACD Calls
9.70 Because the button is programmed with the ACD Agent Wrap-Up Terminate feature,
agents can also press the button to be removed from wrap-up mode. When the agent terminates
the wrap-up time, the lamp turns off.
Wrap-Up Mode for Holding ACD Calls
9.71 There is a system flag called “Wrap-Up Mode For Holding ACD Calls.” If enabled, it
places an ACD agent’s station in wrap-up mode when an ACD call is placed on hold. (How-
ever, the ACD Wrap-Up Duration timer is not activated.) This prevents the agents from receiv-
ing additional ACD hunt group calls after they place an ACD call on hold while the station is
idle. (The station can still receive non-ACD calls, as usual.) If the flag is disabled, the agent is
available to receive additional ACD calls as soon as an ACD call is placed on hold. In the
default state, this flag is disabled. This flag is programmed as described on page 6-262.
9.72 This flag applies to any type of hold including individual, system, transfer, and confer-
ence-wait hold. If the call is terminated or if it is reverse transferred by another station, the
ACD agent’s station is made available to receive incoming ACD calls.
9.73 If the agents want to terminate the wrap-up mode while an ACD call is on hold, they
can use the procedure given in paragraph 9.67.
Automatic Connect Flags
9.74 When the
Auto Connect flag is enabled (in Hunt Group Related Programming\ACD
Agent IDs, see page 6-264) for an agent ID, and the agent is using a headset, ACD hunt group
calls are automatically connected following a short ring burst. (This feature does not work if
the agent is not using a headset.)
9.75 When the ACD agent logs in, however, the first call rings until the ACD agent answers
it. For subsequent calls, the agent hears the ring burst in the headset, and the call is automati-
cally connected.
9.76 The Auto Connect flag overrides the station’s Transfer-To-Connect station flag (see
page 6-213). It is disabled by default.
9.77 When the ACD agent removes the station from DND, the call may or may not ring until
the agent answers it. This is dependent on the
Allow Immediate ACD Auto Connect after
DND
flag (under System\Flags). If this flag is enabled, the agent is automatically connected to
all calls, including the first one received after exiting DND. If this flag is disabled, the first call
rings until the agent answers it, but subsequent calls are automatically connected. By default,
this flag is disabled.
ACD Serial Port
9.78 The database contains a list of system serial ports. One or more of the serial ports can
be programmed to provide call and device information to an external device. The information
can then be processed by the device to generate reports on call traffic, answer times, and other
management issues. For more information, refer to the manual provided with your Open Archi-
tecture Interface product (such as the Contact Center Suite).
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