Panasonic S-ICX Wrap Feature, Set the program setting for the Wrap function as follows

Page 54

Built-In ACD Supervisor Guide

Section 521

 

 

2.When the call is placed on hold, the LED remains on. It goes off if another telephone retrieves the call placed on hold. If the same telephone retrieves the call placed on hold the LED remains on, and goes off when the call is released.

Wrap Feature

When an agent finishes an incoming ACD call conversation, he/she can have “wrap-up” time to prepare a memo or record other pertinent information.

Operation

Not required. Set this feature for each agent group. (Can be set upon installation)

To use the Wrap Feature the agent presses the Wrap Key upon completion of his/her call. The agent will then have up to 600 seconds (maximum) to complete wrap-up and be ready for the next incoming call. The default wrap- up time is set at 20 seconds and can be modified to accommodate the estimated wrap-up needs of agents.

If your agent group is using the Wrap feature, the LED of the Wrap Key will change, as follows, when pressed by the agent:

Wrap Feature

Wrap Key LED

During Wrap-up time

lit in green

 

 

Wrap-up time final 15 seconds

blinks in red

Non Wrap-up time

no light

 

 

Setting

Set the program setting for the Wrap function as follows:

Agent

 

 

Wrap Function

 

Group

 

 

 

 

 

 

 

1

 

3402

Wrap Function

0 = No Wrap (Default)

1 = Wrap

 

 

 

 

 

 

3403

Wrap Time

60:60 secs

1-600 = 1 to 600 secs

 

 

2

 

3502

Wrap Function

0 = No Wrap (Default)

1 = Wrap

 

 

 

 

 

 

3503

Wrap Time

60:60 secs

1-600 = 1 to 600 secs

 

 

3

 

3602

Wrap Function

0 = No Wrap (Default)

1 = Wrap

 

 

 

 

 

 

3603

Wrap Time

60:60 secs

1-600 = 1 to 600 secs

 

 

Notice

1.Wrap time is included an agent’s talk time for the MIS reports.

2.Only one Wrap Key is available for each extension.

50

S-ICX (International) issued October 2000

S-ICX-5.0-521 (ACD 4.0)

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Contents ICX Version 5.0 International ACD Version Issued October PanasonicPage Contents Agent Features IndexConfiguration General System InformationSpecifications Basic Service Flow ACD Call Handling Program Selecting Program ProcessingOperation FF1 Edit FF2 Insert FF3 Delete FF6 ALL Delete Programming by Commands Com Parameter1 Parameter2 Parameter3 DescriptionFor details on settings see, Basic Service Flow Following describes the operation in each of the processesSearch 2,020 Insert FF2 Delete FF3 ALL Delete FF6 Transfer Destination Voice Number OutlineFrom Large Display Telephone Press the Log-in button FF key Common Supervisor Menu OperationsActivating Supervisor Menu For further operations, see desired section in this manualSupervisor Customisation Common Supervisor Customisation OperationsDirect Incoming Call Setting 2103005 Transferring Incoming Call Setting 2203005 Did Call Setting Enter the did ID using the 10-key pad Ext. Group Call Setting Enter the last incoming ACD port using the 10-key pad Setting Changing Supervisor IDs and User Information Recording ID3201 Setting Agent IDs This procedure sets agent ID numbers and their groupsProgram Address 3301~3364 Registration Setting Service Flow Details Confirming Agent IDsProgram Address 3401/3501/3601 Agent search method Supervisor Monitoring From the Supervisor Menu screen select SystemTraffic Information Screen explanationWaiting Calls Agent StatusPress the Next key for additional information First screenMIS Report Features MIS Report OutlineSecond and the subsequent screens MIS Function Tabulation Unit Agent ActivityFollowing shows available report GroupMIS Report Operation Common Operation of MIS ReportACD Supervisor Mode Menu Flow Chart System ID Agent ID Group Setting Call Handling Agent Report Hourly tabulation of each agentFirst date input + Hold key + Last date input + Hold key Weekly tabulation of each agent Group Report System Report Work Unit CountDaily tabulation of work unit count Weekly tabulation of work unit count Other Features Data Clear and Output Cancel MIS data clearMIS data output confirmation/cancel User Information RecordingIs the same as that for item O Built-In ACD Supervisor Guide Your Information Message Deletion Message. To Log-in procedure Log-out procedureLog-in / Log-out Available/Unavailable Work Unit CountWrap Feature Set the program setting for the Wrap function as followsZip Tone Key AssignmentPress the ON/OFF key and Prog key Select a vacant FF key Press Redial key Select to feature code to assign ∗73Press Hold key to store Press ON/OFF key to end Index FF1 ICX-5.0-521 ACD ICX International issued October Index-3
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