User guide

Chapter 8, ACD Features
88 Aastra – 2736-007
Work
The Work state is a time period activated manually by the agent, allowing for a more
flexible time between ACD calls for paperwork, filing, or other tasks for which the Wrap-
up time cannot be predicted. During this time, you are not available to receive ACD calls.
 The Work state can be activated at any time except when in automatic Wrap-up.
 If you press the Wrap/Work key while on an ACD call, the Work state will take
effect at the end of the call. If you wait until after the call is finished to press the
Work key, you could receive another ACD call before the Work state has taken
effect.
Step
Action
Result
Activate Work:
1.
Press the Wrap/Work key.
 The Wrap/Work status lamp
flashes.
 You cannot receive ACD calls.
Deactivate Work:
1.
Press the Wrap/Work key again.
 The Wrap/Work status lamp goes
OFF.
 You now receive ACD calls.
Timed Work
If the optional Work state timer (Time for Agent Work) is applied, the system can apply
one of the following agent states to the agent still remaining in Work when the timer
expires.
 Agent Unavailable:
– Reason Code Number for Agent Work state – The reason code for agents who
become unavailable after being in the Work state longer than the Time for Agent
Work parameter.
– Time for Agent Unavailable - The maximum amount of time an agent can remain
in the Unavailable state, after being in the Work state longer than the Time for
Agent Work timer.
 Agent Offline