User guide

Chapter 2, Getting Started
12 Aastra – 2736-007
ACD Features
Sign On/Off
On/Offline
 Automatic
 Manual + Agent ID
 Manual + Agent ID + Password
Auto Answer
AutoAnswer
The Auto-Answer feature allows the agent
to answer ACD calls without having to
press the switch-hook.
Wrap/Work
Wrap/Work
 The Work feature 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, the agent does not
receive ACD calls.
 The Wrap-up feature is an optional
time period set up by the System
Administrator that automatically begins
after each ACD call. Wrap-up allows
an agent time to complete paperwork
before a new ACD call.
Unavailable
Un-avail
The Agent Unavailable with Reason Code
feature allows an agent to go into a pre-
defined unavailable state where the agent is
unavailable for taking ACD calls. This
feature provides an alternative for going
into the Work state or Signing off. For
example, reason codes could represent
"lunch", "break", etc. The reason code is
captured in the system database and can be
used in reporting statistics. Your system
administrator has defined the reason codes.
Call Record
Call Record
Allows an agent to manually initiate call
recording, which is particularly valuable
when an agent is dealing with a hostile
caller or an emergency situation, such as a
bomb threat.