LG-Ericsson iPECS-CM - Work Mode

iPECS-CM
ACD & CTI Feature Description and Operation Issue 3.5
19
3.5 Work Mode
Description
After completing an ACD group call, an Agent can activate the Work Mode to wrap-up paperwork
or other activity that the Agent must complete before receiving additional ACD calls. The Work
Mode Flex button can be assigned to act as a Call Release button as well as activating Work
Mode; pressing the {ACD Agent Work Mode} button terminates the active call and places the
phone in the Work mode. While in the Work Mode, the Agent is seen as unavailable to the ACD
group.
An ACD group can be configured to place an Agent into the Work Mode automatically, allowing
the Agent to wrap-up paperwork or other required activity. Work Mode activates when the Agent
returns to idle from one of the following conditions as configured in WMS:
 Agent returns to idle from conversation.
 Agent returns to idle from conversation or ringing
 Agent returns to idle from conversation or dialing.
 Agent returns to idle from conversation, ringing or dialing
After the configured Auto Switch time, the Agent terminal returns to the Ready Mode and calls
are delivered to the Agent in the normal fashion.
For Agents employing an iPECS Multi-button phone, a Flex button can be assigned to enable or
disable Auto Work Mode. For other terminals, Auto Work mode is controlled in WMS only.
Operation
Manually activated Work Mode
iPECS Multi-button phone
To assign a Flex button for {ACD Agent Work Mode} operation using the Extension User
program:
 [PGM] + {FLEX} + Button Feature Type (2) + Feature Code {ACD Agent Work Mode} + [SAVE]
To enable or disable Work Mode:
1. Press the Flex button for {ACD Agent Work Mode}. The LED turns ‘On’ and “AGENT
WORK” displays in the phone LCD to indicate the Work Mode is active. If configured,
pressing the Work Mode button also terminates the active call.
SIP phone or SLT
To enable or disable Work Mode from a SIP phone or SLT:
1. Dial the {ACD Agent Work Mode} feature code and ‘#’ or “call” button. If the Agent is in the
Ready mode, Work mode will activate.
Automatic activated Work Mode
iPECS Multi-button phone
To assign a Flex button for {ACD Agent Auto Work Mode after Call} operation using the
Extension User program: