AT&T 999-501-149 system manual Force Delay, Automatic After, Call-Work Acw

4 Enter a number from 0 through 99 for the number of seconds a call is to

	be delayed for that group.
	The initial setting is five seconds, the approximate time from the
	beginning of one ring to the beginning of the next.
	5 Press [ F8 ] (labeled “Enter Data”). The Configuration will reappear and
	the answer delay for the specified line group will be updated.
FORCE DELAY	The force delay option controls the transfer of calls to and from the voice
	announcement unit. If force delay is on, calls that arrive for a group will not
	be transferred to an agent until callers have heard the entire message, even if
	an agent is free. If it is off, they will be transferred to an agent as soon as
	one becomes available. If answer delay is set to zero and force delay is on, all
	incoming calls will connect directly to the voice announcement. This means
	that calls may be waiting to hear the delay message even when agents are
	available.
	To administer Force Delay, do the following:
	1 From the Configuration screen, press [ F2 ] (labeled “Line Groups”). A box
	appears around the Line Group Options portion of the screen and the
	Line Group Options function keys are displayed.
	2 Press [ F2 ] (labeled “Force Delay”) and the Force Delay editing keys appear
	with this prompt: FORCE DELAY: Group Letter: _
	3 Type in the group letter for the line group you want to administer.
	4 Press [ F8 ] (labeled “Enter Data”). The setting will toggle automatically to
	on or off, depending on the setting before you made the change. (The
	initial setting is off.)
AUTOMATIC AFTER-	This feature provides hands-free operation and allows an agent to use an
CALL-WORK (ACW)	automatic answer headset adapter. After an agent completes a call, the
	automatic after-call-work option automatically puts that agent into the ACW
	state for an administered period of time. When that time has elapsed, Auto
	ACW automatically makes an agent available to receive calls.
	The agent remains in the ACW state for the number of seconds administered
	for that line group (l-999). During the ACW period, the agent can complete
	the necessary paper work related to that call and does not have to worry
	about pressing the ACW or Available buttons on the voice terminal. An
	agent does not need to wait for the administered time period to pass before
	being available to receive the next call. An agent can manually override the
	automatic ACW state by pressing the Available button on the voice terminal.
	To administer for Auto ACW, do the following:
	1 Press [ F2 ] (labeled “Line Groups”) on the Configuration screen which
	produces a box around the line group options portion of the screen.
	2 Press [ F3 ] (labeled “Auto ACW” ) to display the following prompt near the
	bottom portion of the screen:
	Prompt:	AUTOMATIC ACW: Group Letter : _ Seconds: _

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