User`s guide

ACD agent operation User’s Guide
I.2
Wrap mode
If you have paperwork or other wrap-up activities following a call, you'll appreciate the system's wrap
mode. While you're logged on as an agent, pressing the programmed wrap key (or placing the call on
Hold) prior to disconnecting from a call will set your station in wrap mode — this delays immediate
assignment of the next call until you have had time to complete any wrap-up activities. Press the wrap
key again to release your station from wrap mode and be available for the next call.
Note: The Installer may have set a maximum allowable wrap time. If so, when you're in wrap mode, the
upper-right portion of the display will show a count-down timer indicating the amount of time remaining
in wrap mode. At the expiration of this timer, you will automatically be available for the next call.
Programming the wrap key
Use the phone’s Help mode (HELP) to verify the location of the wrap key.
To program a new key location (or if one has not been previously programmed):
1. Hold down the desired programmable feature key for at least two seconds, to enter
programming mode.
2. Dial 5 6 2.
3. Press the programmable feature key again.
LED indicator
The LED on the agent log-on/off key will indicate your agent status as follows:
LED appearance Indicated status
Solid green Logged on
Solid amber In wrap mode
Solid red Logged off
Flashing red Automatically logged off
Note: If you leave your desk and forget to log off, and the system sends a call to your station that is not
answered, your station will be automatically logged off. You must log back on, upon returning to your
station, to be available again for calls for that department.