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Support for Walk-Away Reason Codes 37
37
37
Priority
Application Priority
(lower number is
higher priority).
0
255
0
Proxy Application ID
Application ID of third-
party application and
DMS-100 PIM. It
equals to the ServerID
in the CompuCALL
application logon
message.
0
255
0
2.11. Support for Walk-Away Reason Codes
When an ACD Agent hits the NotReady button on an Agent device, the
NotReady light will be blinking to indicate that the Agent can enter a
walk-away code. If the system timer expires, the DMS100 switch sends a
DV-Agent-NotReady-U message without walk-away code.
Some Agent activities indicated by the walk-away codes need to be
included into the Average Handled Time computation. The approach is
provided to allow use to configure database to support the feature.
XTable 13X is one example of walk-away codes. The system
configuration is also shown how the walk-away codes marked with an "X"
to be included in call-handle time.
Table 13: Example of Walk-Away Codes
Walk-Away Codes
Definition
Include in Call-
handle time
000
Default (No code)
X
105
Personal Need
115
Break
130
30 min. lunch
145
45 min. lunch
160
60 min. lunch
190
Approved Leave
201
Training
202
Administration
203
Meetin g
204
Supervisor
301
Wra p-up
X
302
Claim Follow-up