Aastra ACD 100 Manuals Aastra ACD 100 - Page 30

Define Service Times

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ACD System Configuration Automatically logging out agents and retrieving calls to the call queue affects the call queue statistic (refer to the chapter entitled Information on the Statistic Values Recorded starting on page 74). Logging out when the ACD Group is Closed All agents of an ACD group can be automatically logged off after the ACD group was closed and all calls still in the call queue have been processed. Use the Logoff all agents if group closed setting to configure this system response. When this option is deactivated (this is the default) agents stay logged in until • they log themselves out (on their terminal or via the "OpenCTI 50" / "Aastra CTI 800" application) • or the supervisor logs them out. Making Last Agent Log-off Possible You can define whether or not the last agent of an ACD can log him-/herself off. Use the Last agent logoff possible setting to configure this system response. The default has this option activated. This setting is independent of the Logoff all agents if group closed setting (see page 28). The group is not automatically closed when the last agent logs off. There may be a case where calls are still parked in the call queue and are not processed. These calls are cleared or forwarded after a defined time span (refer to the chapter entitled Call Forwarding of ACD Calls starting on page 26). Please note that calls which have been parked for so long increase wait time statistics. Define Service Times You can define service times for each ACD group when the group can be reached. This is done by configuring a time group profile based on the time groups configured in the Aastra 800 / Aastra 100 / OpenCom 100 communications system. Then assign the time group profile to the ACD group. This makes ACD group time control independent of the normal time control (e.g. for the user groups). The supervisor can use the ACD group time control for automatically opening and closing the ACD group (refer to the chapter entitled Opening and Closing ACD Group starting on page 60). 28

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ACD System Configuration
28
Automatically logging out agents and retrieving calls to the call queue affects the call
queue statistic (refer to the chapter entitled Information on the Statistic Values
Recorded starting on page 74).
Logging out when the ACD Group is Closed
All agents of an ACD group can be automatically logged off after the ACD group was
closed and all calls still in the call queue have been processed.
Use the
Logoff all agents if group closed
setting to configure this system response.
When this option is deactivated (this is the default) agents stay logged in until
•
they log themselves out (on their terminal or via the “OpenCTI 50” /
“Aastra CTI 800” application)
•
or the supervisor logs them out.
Making Last Agent Log-off Possible
You can define whether or not the last agent of an ACD can log him-/herself off.
Use the
Last agent logoff possible
setting to configure this system response. The
default has this option activated.
This setting is independent of the
Logoff all agents if group closed
setting (see
page 28). The group is
not
automatically closed when the last agent logs off. There
may be a case where calls are still parked in the call queue and are not processed.
These calls are cleared or forwarded after a defined time span (refer to the chapter
entitled Call Forwarding of ACD Calls starting on page 26). Please note that calls which
have been parked for so long increase wait time statistics.
Define Service Times
You can define service times for each ACD group when the group can be reached. This
is done by configuring a time group profile based on the time groups configured in
the Aastra 800 / Aastra 100 / OpenCom 100 communications system. Then assign the
time group profile to the ACD group. This makes ACD group time control inde-
pendent of the normal time control (e.g. for the user groups).
The supervisor can use the ACD group time control for automatically opening and
closing the ACD group (refer to the chapter entitled Opening and Closing ACD Group
starting on page 60).