Aastra ACD 100 Manuals Aastra ACD 100 - Page 22

Wrap-up time Standard, Music on hold

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ACD System Configuration - least free: The agent who is least busy due to ACD calls has the next caller allocated to him/her from the call queue. Note You can dynamically include agents in the ACD group by making call distribution priority dependent, and/or dependent on thresholds with an "Aastra ACD Advanced 100" licence. These settings can be made when configuring agents (refer to page 32). • Time for call connection by agent (0=no timeout): This setting is only available with an "Aastra ACD Advanced 100" licence. You can prescribe a time span within which an agent must pick up the allocated call. If the call is not picked up during this time span, the call is retrieved and allocated to another agent. With the default: "0 seconds" the timeout is not monitored. You should select the Music on hold option of the Audio to caller after assignment to agent setting if a call has to be allocated to another agent regularly. In this case, the caller does not notice that he/she was connected, but the call was not picked up. • Wrap-up time Standard: After the agent finishes the call, he/she remains "blocked" for a certain time. The agents receives no calls from the call queue during this time and can wrap up the call. Enter the time interval reserved for wrap-up into this field (default: "0 seconds"). The value entered here applies to all agents of the ACD group. The supervisor can set the individual wrap-up times for the individual agents of the ACD group in the Supervisor Terminal (please refer to the chapter entitled Configuring Agents starting on page 61). When individual wrap-up times have been assigned to individual agents of an ACD group, these are not overwritten if the value prescribed for the ACD group is changed later on. When the value prescribed for the ACD group is changed, it only applies to agents of the ACD group who have no individual wrap-up times defined. • Audio to caller after assignment to agent: This setting is for defining what the caller hears at the moment the call is allocated to an available agent. - ring-back tone: The caller hears a ringing tone (this is the default). 20

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ACD System Configuration
20
–
least free
: The agent who is least busy due to ACD calls has the next caller allo-
cated to him/her from the call queue.
Note
You can dynamically include agents in the ACD group by making call distribution pri-
ority dependent, and/or dependent on thresholds with an
“Aastra ACD Advanced 100” licence. These settings can be made when configuring
agents (refer to page 32).
•
Time for call connection by agent (0=no timeout)
: This setting is only available
with an “Aastra ACD Advanced 100” licence. You can prescribe a time span within
which an agent must pick up the allocated call. If the call is not picked up during
this time span, the call is retrieved and allocated to another agent. With the
default: “0 seconds” the timeout is not monitored.
You should select the
Music on hold
option of the
Audio to caller after
assignment to agent
setting if a call has to be allocated to another agent regu-
larly. In this case, the caller does not notice that he/she was connected, but the call
was not picked up.
•
Wrap-up time Standard
: After the agent finishes the call, he/she remains
“blocked” for a certain time. The agents receives no calls from the call queue
during this time and can wrap up the call. Enter the time interval reserved for
wrap-up into this field (default: “0 seconds”). The value entered here applies to all
agents of the ACD group.
The supervisor can set the individual wrap-up times for the individual agents of
the ACD group in the Supervisor Terminal (please refer to the chapter entitled
Configuring Agents starting on page 61). When individual wrap-up times have
been assigned to individual agents of an ACD group, these are not overwritten if
the value prescribed for the ACD group is changed later on. When the value pre-
scribed for the ACD group is changed, it only applies to agents of the ACD group
who have no individual wrap-up times defined.
•
Audio to caller after assignment to agent
: This setting is for defining what the
caller hears at the moment the call is allocated to an available agent.
–
ring-back tone
: The caller hears a ringing tone (this is the default).