IPECS Release 5
Feature Description & Operation 5.0
2-12
2.5.1.5 Agent Automatic Wrap-Up
Description
When an Agent completes an ACD group call, the Agent automatically enters into the Wrap-up state.
In this state, an Agent will not receive ACD calls, allowing the Agent to complete paperwork, etc.
The Agent remains in this automatic Wrap-Up state for the duration of the ACD group’ Wrap-Up
Timer. After the Wrap-Up Timer or by using ‘Wrap-Up-End’ feature, the Agent returns to available
status and can receive ACD group calls.
Operation
Agent iPECS Phone
To assign a {
WRAP-UP-END} button;
[
PGM] + {FLEX} + ‘585’ + [SAVE]
Activation;
Automatic when Agent completes an ACD group call
Deactivation;
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)
S
TATION GROUPS 1. ACD Group (PGM 191)
2. ACD Wrap-up Timer (PGM 191-Btn 9)
Related Features
Hardware
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