Instruction manual

System Features
INTER-TEL
®
5000 ADMINISTRATOR GUIDE – Issue 2.3, September 2007
Restart ACD Idle Time Upon Login Flag
Page 131
To log out of an ACD hunt group:
1. While on- or off-hook, enter the ACD Agent Logout feature code (327). One of the fol-
lowing will occur:
If you were logged in to only one hunt group, you hear a confirmation tone, and the dis-
play shows
AGENT LOGGED OUT OF <hunt group>. The procedure is complete. Hang
up if you were off-hook.
If you were logged in to more than one hunt group, you hear a confirmation tone, and
the display shows
AGENT LOGOUT ACD NUMBER. Go to the next step.
If you were not logged in to any hunt group, the display shows
NOT LOGGED INTO
ANY ACD GROUP
, and you hear reorder tone.
2. Dial the pilot number of the ACD hunt group you want, or press pound ( ) to log out
of all of your ACD hunt groups. You hear a confirmation tone, and the display shows
AGENT LOGGED OUT OF <hunt group>.
If you were not logged in to the hunt group number that you entered, the display shows
NOT LOGGED INTO <hunt group>. Start over.
3. If off-hook, hang up.
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 endpoint 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 65,535 seconds. The default value is 15
seconds. It is programmed individually for each ACD hunt group.
If an agent wants 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
.)
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