Issue 1.0
2-518 Program 41 : ACD Setup
Description
Use Program 41-14 : Options Setup to set various options for Groups. When you set an option for an
Group, the setting is in force (if applicable) for all agents in the group. The chart below shows each of the
options, the entries available, and the default entry.
Program 41 : ACD Setup
41-14 : Options Setup
Level:
SA
Input Data
Group No 01~64
Item
No.
Item Input Data Default
01
Emergency Call Operation Mode
The supervisor must be logged in and
have an Emergency Key programmed
for this feature. By pressing the key
once, the supervisor monitors the call –
pressing twice barges in on the call.
0 = Call to system supervisory
extension when group supervisory
extension is busy.
1 = No calls to system supervisory
extension when group supervisory
extension is busy.
0
02
Automatic Wrap Up Mode
Enable/Disable Automatic Wrap Up
mode.
0 = After wrap up the mode key is
pressed. (Manual)
1 = After call is finished automatically.
(Auto)
0
03
Priority for Overflow Calls
Determine whether the group should
use its own priority assignment or follow
the priority assigned in Program 41-03-
03.
0 = Own group priority
1 = Priority order by Program 41-03-03
0
04
Automatic Answer at Headset
Enable/Disable Automatic Answer for
agents using headsets.
0 = Off
1 = On
0
06
Call Queuing after 2nd
Announcement
Determine whether the caller should
hear the 2nd Delay Announcement and
then be taken out of queue (1), or
placed back into queue (0).
0 = Enable (Yes)
1 = Disable (No)
0
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