Instruction manual

System Features
INTER-TEL
®
5000 ADMINISTRATOR GUIDE – Issue 2.3, September 2007
Page 132 Wrap-Up Mode for Holding ACD Calls
Wrap-Up Mode for Holding ACD Calls
If enabled, the system flag called “Wrap-Up Mode For Holding ACD Calls” places an ACD
agent’s endpoint in wrap-up mode when an ACD call is placed on Hold. However, the ACD
Wrap-Up Duration timer is not activated.
This feature prevents the agent from receiving additional ACD hunt group calls after placing
an ACD call on Hold while the endpoint is idle. The endpoint 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 endpoint, the ACD
agent’s endpoint will be made available to receive incoming ACD calls.
If the agent wants to terminate the Wrap-Up Mode while an ACD call is on Hold, the proce-
dure described in the preceding section can be used.
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 endpoint 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 from the endpoint and the call will
be automatically connected.
This flag overrides the endpoint’s Transfer-to-Connect endpoint flag, which is disabled by
default.
Group Call Pick-Up
When the Group Call Pick-Up feature is enabled, a call ringing in to a hunt group or one of its
endpoints can be picked up at any other endpoint. Users can enter the Reverse Transfer feature
code (4) and dial a hunt group’s pilot number to pick up a call that is ringing in to the hunt
group’s pilot number or to any endpoint within that hunt group.
The system follows the priority list shown below to determine which call is picked up. The
system follows the hunt group list (always beginning with the first endpoint on the list) to
check each endpoint in the hunt group and then the overflow endpoint for one type of call at a
time. If there is more than one call of the same type at the selected endpoint, the call that was
received by the endpoint first is picked up. Holding calls and queue callbacks cannot be picked
up.
1. Calls to the hunt group pilot number
2. CO calls
a. Direct ring-in calls
b. Transferred calls
c. Recalls
d. Camped-on calls