iPECS iPECS-LIK - Agent On;Off Duty W;Reason Code

iPECS-LIK
Feature Description & Operation Manual Issue 6.0d1
17
1. Automatically after Wrap-Up Timer.
Or,
1. Dial “585” the Wrap-Up-End code.
Or,
1. Press {WRAP-UP-END} flexible button, before expiration of the Wrap-Up Timer.
Conditions
1. During Agent automatic Wrap-Up, the assigned {WRAP-UP-END} flexible button
flashes. The button LED extinguishes when the Wrap-Up Timer expires or if the
button is pressed, both return the Agent to available.
Programming
NUMBERING PLAN
1 ACD Agent Wrap-Up-End Code (PGM 109-Btn 9)
STATION GROUPS
1 ACD Group (PGM 191)
2 ACD Wrap-up Timer (PGM 191-Btn 9)
Related Features
Hardware
2.5.1.6 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 for an {ACD ON/OFF DUTY (GROUP)
(REASON)} button. By entering the Auto ACD DND code, the Agent will have an ACD DND
button and, if assigned Reason code “0”, the Agent will return to On-duty status after the ACD
DND Wrap-up time.
Operation
Agent iPECS Phone
To assign an {ACD ON/OFF DUTY (GROUP)} button;
1. [PGM] + {FLEX} + “571” + (optional ACD group number) + (optional Reason Code)
+ [SAVE]
To toggle to Off-duty state from On-Duty,
1. Dial “571”, Agent On/Off Duty Code.
2. Dial ACD group number