Nortel Networks DMS/MSL-100 manual Variable Wrap feature

April 2004 Gettingstarted

Variable Wrap feature

When an agent releases a call, the Variable Wrap feature prevents another call from being presented to the agent for a specific period of time. Agents can use this time to perform any required post-call processing. For Symposium Call Center Server to support Variable Wrap, the feature must be configured on the switch.

There are two options available when configuring Variable Wrap:

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If Variable Wrap is set to a value greater than zero (0), once an active call is released, the agent is not available to receive any new calls for the length of time specified. For example, if Variable Wrap is set to a value of 20, the agent has 20 seconds to record call-related information before becoming available to receive new calls.

If Variable Wrap is set to the value zero (0), once the active call is released, the agent immediately becomes available to receive new calls.

Note: If you do not configure Variable Wrap on the switch, the Release Guard feature is enabled. Release Guard prevents calls from being presented to the agent for 1 second after an active call is released.

Symposium and DMS/MSL-100 Switch Guide 29