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CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Restart ACD Idle Time Upon Login Flag
Page 147
2. Dial the pilot number of the desired ACD hunt group or press pound ( ) to log out of
all of your ACD hunt groups. You hear a confirmation tone, and the display shows
AGENT LOGGED OUT OF (hunt group).
If you were not logged in to the hunt group number that you entered, the display
shows NOT LOGGED INTO (hunt group). Start over.
3. If off-hook, hang up.
Restart ACD Idle Time Upon Login Flag
The Restart ACD Idle Time Upon Login flag determines where an agent is placed in a longest
idle queue when he or she logs back in to a hunt group. When enabled, the agent’s idle time is
reset to zero whenever he or she logs in (i.e., that agent will be least likely to receive the next
distributed call). If disabled, the agent’s idle time includes the time the agent was logged out of
the hunt group (i.e., that agent will be most likely to receive the next distributed call). By
default, this flag is disabled.
This flag is programmable for each individual hunt group.
ACD Agent Wrap-Up Timer
Each time an agent ends an ACD hunt group call, the endpoint goes into “wrap-up” mode, and
the ACD Wrap-Up Duration timer is started. Until that timer expires, the agent will not receive
another call through any ACD hunt group. However, the agent can receive non-ACD hunt
group calls, direct ring-in calls, and transfers.
The range of the ACD Wrap-Up Duration timer is 1 to 65,535 seconds. The default value is 15
seconds. It is programmed individually for each ACD hunt group.
If an agent wants to terminate the wrap-up mode before the timer expires, he or she can use the
following procedure.
To terminate ACD agent wrap-up:
While on- or off-hook (single line users must lift the handset), enter the ACD Wrap-Up
Terminate feature code (329). The display shows ACD WRAP-UP TERMINATED. (If
you were not logged in to an ACD hunt group, the display shows CANNOT ACCESS
RESERVED FEATURE.)
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.
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