Vertical Summit80 - Agent On;Off Duty W;Reason Code

Vertical Summit80 & Summit800
Feature Description and Operation Manual Issue 1.2
23
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 to 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
To assign an {ACD ON/OFF DUTY (GROUP)} button;
[TRANS/PGM] + {FLEX} + ―571‖ + (optional ACD group number) + (optional Reason Code) +
[HOLD/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} button.
2. Dial group number and Reason Code (―0‖ ~ ―9‖, ―*‖ or ―#‖) unless assigned in the 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} button.
2. Dial the ACD group number unless assigned in the button
To assign an {ACD ON/OFF DUTY, ALL GROUPS} button;
[TRANS/PGM] + {FLEX} + ―58*‘ + (optional Reason Code) + [HOLD/SAVE]
To toggle to Off-Duty status to both groups at one time:
1. Dial ―58*‖, the All group On/Off-Duty code.
2. Dial the Reason code (―0‖ ~ ―9‖, ―*‖ or ―#‖)