iPECS UCP - 2.7.3.5 Agent On;Off Duty w;Reason Code

iPECS UCP
Feature Description and Operation Manual Issue 1.3
22
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 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
[TRANS/PGM] + {FLEX} + “571” + (optional ACD group number) + (optional Reason
Code) +[HOLD/SAVE]
To assign an {ACD ON/OFF DUTY (GROUP)} button
1. Dial “571”, Agent On/Off Duty Code.
To toggle to Off-duty state from On-Duty
2. Dial ACD group number.
3. Dial Reason Code (“0” ~ “9”, “*” or “#”).
Or,
Press {ACD ON/OFF DUTY} button and dial the group number and Reason Code
(“0” ~ “9”, “*” or “#”) unless assigned in the button.
1. Dial “571”, Agent On/Off Duty Code.
To return to an On-duty state
2. Dial ACD group number.
Or,
Press the {ACD ON/OFF DUTY} button and dial the ACD group number unless
assigned in the button.
[TRANS/PGM] + {FLEX} + “58*’ + (optional Reason Code) + [HOLD/SAVE]
To assign an {ACD ON/OFF DUTY, ALL GROUPS} button
1. Dial “58*”, the All group On/Off-Duty code.
To toggle to Off-Duty status to both groups at one time
2. Dial the Reason code (“0” ~ “9”, “*” or “#”)
Or,
Press {ACD ON/OFF DUTY ALL GROUPS} button and dial the Reason code (“0”
~ “9”, “*” or “#”), unless assigned in the button.