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There are two methods Agents can associate WrapUp time with individual
calls:
• When the Agent issues the NotReady feature (manually or via
CompuCALL SetFeature) while active on a call. When the call is
completed, the Agent will be placed in the NotReady state.
• Through Variable WrapUp feature available on the DMS-100. The
Unified ICM does not receive an indication that the Agent is in the
NotReady State when the call terminates.
The PIM uses the AvailableHoldoffDelay setting to determine when to
place the Agent in the Ready State once the call is released. It is
applicable to all calls for the Peripheral or Skill Group. The
AvailableHoldoffDelay timer on the DMS100 PG must match the Variable
WrapUp for the ACD DN that the agents belong to. If the timer
configuration is incorrect, an agent state mismatch occurs between the
DMS100 PG and the DMS100 ACD.
2.4. Configuring the Agents
See the Agent
section X2.12.8X, for a discussion of configuring DMS-100
agents in the Unified ICM.
2.5. Dialed Numbers
See the Dialed Numbers
section X2.12.10X, for a discussion of
configuring dialed numbers for DMS-100 Peripherals in the Unified ICM.
2.6. Labels
Each destination to which Post Routed calls should be routed should have
a label configured with the label string set to the destination as it would be
dialed from a phone set. For example, labels may be configured to route
calls to a Primary ACD DN, Supplementary ACD DN, or Secondary DN.
You can assign dynamic call-related information, hostCallData in the
Unified ICM label configuration. The DMS-100 PG will send
hostCallData to the switch; the switch saves the hostCallData, and sends it
to another host application in any subsequent switch-host messages. A
HostCallData is an octet string of a maximum 10 bytes.
The “Label” filed in Label Configuration dialog under the Configure
ICM application has the following two formats: