Inter-Tel Axxess - page 159

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System Features

AXXESS® ADMINISTRATOR’S GUIDE – January 2004

Restart ACD Idle Time Upon Login Flag

The Restart ACD Idle Time Upon Login flag determines where an agent is placed in a longest

idle queue when he or she logs back in to a hunt group. When enabled, the agent’s idle time is

reset to zero whenever he or she logs in (i.e., that agent will be least likely to receive the next

distributed call). If disabled, the agent’s idle time includes the time the agent was logged out of

the hunt group (i.e., that agent will be most likely to receive the next distributed call). By

default, this flag is disabled.

This flag is programmable for each individual hunt group.

ACD Agent Wrap-Up Timer

Each time an agent ends an ACD hunt group call, the station goes into “wrap-up” mode, and

the ACD Wrap-Up Duration timer is started. Until that timer expires, the agent will not receive

another call through any ACD hunt group. (However, the agent can receive non-ACD hunt

group calls, direct ring-in calls, and transfers.)

The range of the ACD Wrap-Up Duration timer is 1 to 65535 seconds. The default value is 15

seconds. It is programmed individually for each ACD hunt group.

If an agent wishes to terminate the wrap-up mode before the timer expires, he or she can use

the following procedure.

TO TERMINATE ACD AGENT WRAP-UP:

While on or off hook (single-line users must lift the handset), enter the ACD Wrap-Up

Terminate feature code (329). The display shows ACD WRAP-UP TERMINATED. (If

you were not logged in to an ACD hunt group, the display shows CANNOT ACCESS

RESERVED FEATURE.)

Wrap-Up Mode for Holding ACD Calls

There is a system flag called “Wrap-Up Mode For Holding ACD Calls.” If enabled, it places

an ACD agent’s station in wrap-up mode when an ACD call is placed on hold. (However, the

ACD Wrap-Up Duration timer is not activated.) This prevents the agent from receiving addi-

tional ACD hunt group calls after he or she places an ACD call on hold while the station is

idle. (The station can still receive non-ACD calls, as usual.) If the flag is disabled, the agent

will be available to receive additional ACD calls as soon as an ACD call is placed on hold. In

the default state, this flag is disabled.

This flag applies to any type of hold, including individual, system, transfer, and conference-

wait hold. If the call is terminated or if it is reverse transferred by another station, the ACD

agent’s station will be made available to receive incoming ACD calls.

If the agent wishes to terminate the wrap-up mode while an ACD call is on hold, he or she can

use the procedure described in the previous section.

ACD Agent ID Automatic Connect Flag

When the ACD Agent ID flag is enabled, and the agent is using a headset, ACD hunt group

calls will automatically be connected following a short ring burst. (This feature will not work if

the agent is not using a headset.)

When the ACD agent logs in or removes the station from Do-Not-Disturb mode, the first call

will ring until the ACD agent answers it. However, every time an ACD hunt group call is

received after the first call, the agent will hear the ring burst in the headset and the call will be

automatically connected.

This flag overrides the station’s Transfer-To-Connect station flag, which is disabled by default.