Nortel Contact Center Manager User Manual page 44

Configuration Overview
Agent action or event
Press the LOB key twice in quick
succession.
The LOB key is disabled when an agent is in conference with another agent.
Contact Center Manager Server does not monitor activity codes for DN calls.
Variable Wrap feature
You can use the Variable Wrap feature to stop the presentation of calls to an
agent for a specific period of time after that agent releases a call. Agents can use
this time to perform required post-call processing. You must configure the
Variable Wrap feature on the CS 2x00/DMS switch before the Contact Center
Manager Server can support this feature.
The following two options are available when you configure the Variable Wrap
feature:
Set Variable Wrap to a value greater than zero (0)—After an agent
releases a call, the agent is not available to receive new calls for the length
of time specified. For example, if Variable Wrap is set to a value of 20, the
agent has 20 seconds to record call-related information before the agent is
available to receive new calls.
Set Variable Wrap to zero (0)—After an agent releases a call, the agent is
immediately available to receive new calls.
If you do not configure Variable Wrap on the CS 2x00/DMS switch, the Release
Guard feature is enabled. Release Guard prevents the presentation of calls to an
agent for one second after the agent releases a call.
Night service feature
Skillsets go out of service under the following conditions:
44
CS 2x00/DMS action
Restart the LOB feature on the second
press of the key.
This action is different from that of
the Nortel PBX offering for which
this action is a shortcut for the agent
to enter the default code.
Standard 4.06
Contact Center Manager