Installation guide

QuadroM32x/8L/26x/12Li/26xi Manual II: Administrator's Guide Administrator’s Menus

QuadroM32x/8L/26x/12Li/26xi; (SW Version 5.3.x)

3. ACD Agents Table Settings

This group is used to configure agents in the ACD group and

has the following components:

The ACD Agents Table lists all agents in the corresponding

ACD group and their statuses.

Add opens the Add Entry page where a new agent may be

added to the group. The Add Entry page contains the

following components:

Fig. II-110: Extensions Management - Edit Entry – ACD Agents Table page

ACD Agent ID text field requires the name of the agent

previously created from the Agents table of

ACD

Management.

Agent Status drop down list requires the actual status of the

agent. The following values are available in this list:

• Online – the agent is logged into agent group and

available for receiving the calls from that group.

• Offline –

the agent is not logged into the agent

group and cannot receive the calls from that group.

The same agent still can receive the calls from the

other groups where he/she is online.

• Away –

the agent is logged in but temporarily

unavailable for a short time by some reason.

Fig. II-111: Agents Table of Group – Add Entry page

• DND (Do Not Disturb) – agent is busy by some other activity not related to conversation on the phone. For example, agent can be busy by

updating the customer’s record after the call or entering some data into database. Versus to Away status, the DND state of the agent

changes automatically to Online when the preconfigured DND timeout expires (it is now 30 seconds by default).

Please Note: The state of the Agent can also be modified from the handset by calling the predefined Auto Attendant (see

Attendant Extension

Settings and ACD Management).

Enable wrap-up – if enabled, the current Group doesn’t send new calls to the Agent within the wrap-up Timeout after closing the active call. Versus

DND, the agent’s status doesn’t change during Timeout period, which activates automatically every time when the agent finishes the call. That

period is used, for example, by the agent for updating the customer’s records after the call.

Move Up and Move Down buttons are used to move the selected entry one level up or down within the Agents Table. The sequence of Agents is

important when Round Robin call distribution is selected in the ACD Group Settings page (see above). Agents will be called in the order selected

in the Agents table.

Recording Box Extension Settings

For Recording Box extensions, the Extensions Management - Edit Entry page consists of General Settings, SIP Settings, SIP Advanced

Settings and Recording Box Settings pages. The SIP Settings and SIP Advanced Settings pages are the same as for the regular extensions

described above. The General Settings and Recording Box Settings pages are described below: