LG IPECS - Agent On;Off Duty W;Reason Code

IPECS Release 5
Feature Description & Operation 5.0
2-13
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;
[
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
3. Dial Reason Code (‘0’ ~ ‘9’, ‘*’ or ‘#’)
Or,
1. Press {ACD
ON/OFF DUTY (GROUP)} button.
2. Dial Reason Code (‘0’ ~ ‘9’, ‘*’ or ‘#’)
Or,
1. Press {ACD
ON/OFF DUTY (GROUP)(REASON)} button.
To return to an On-duty state;
1. Dial ‘571’, Agent On/Off Duty Code
2. Dial ACD group number
Or,
1. Press the {ACD
ON/OFF DUTY (GROUP)}
Or,
1. Press the {ACD
ON/OFF DUTY (GROUP)(REASON)} button.
To assign an {ACD
ON/OFF DUTY IN ALL HUNT GROUP} button;
[
PGM] + {FLEX} + the code for {Agent On/Off duty in all hunt group} + (optional Reason Code)
+ [
SAVE]
The code for {Agent On/Off duty in all hunt group} is in PGM109-Btn 17.