ACD/UCD 15
XTS-IP / XTSc-IP Station User Guide March 2007
2. To view additional supervisors within the same group, press [*].
If all supervisors within the group have been viewed, pressing [*]
will advance to view supervisors of the next group.
3. Press [#] to view supervisors of the previous group.
ACD/UCD Available/Unavailable
If you are an ACD/UCD Agent, you can place your station in the
Available mode to receive ACD/UCD calls, or in the Unavailable mode to
block ACD/UCD calls from ringing to your station.
If the enhanced mode is enabled in administrative database
programming, agents can specify the reason for their unavailable
status. This enhanced feature is used in conjunction with the Discovery
Manager product.
To make a station available/unavailable (normal mode):
Dial the ACD Available/Unavailable feature code [566],
-or-
Press the preprogrammed AVAILABLE/UNAVAILABLE button to
toggle between being in an available or unavailable status.
To make a station available/unavailable (enhanced mode):
1. Make a preprogrammed AVAILABLE/UNAVAILABLE button by
pressing [SPEED] + [SPEED] + dial [566] + dial a unique identifier
code (0-9, #, or * that will be sent to the PC ACD trace for Discovery
Manager use).
2. Press the preprogrammed AVAILABLE/UNAVAILABLE button to
toggle between being in an available or unavailable status.
ACD/UCD Wrapup End
An agent that wants to override the Wrapup Timer and immediately go
back into an available ACD/UCD status can use a preprogrammed
WRAPUP END flexible button.
To override the Wrapup Timer:
1. Preprogram a WRAPUP END flexible button using feature code 584.
2. Press the preprogrammed WRAPUP END flexible button.
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