Acd Group Open/Close And Announcements; Announcements For Sip-Mode Systems; Wrap-Up Time - 3Com 3C10402B Administrator's Manual

ACD Group
Open/Close and
Announcements
Announcements for
SIP-Mode Systems

Wrap-Up Time

Another extension (another ACD, Hunt Group, internal extension,
■
extension over VTL, or external number)
Make the caller aware of this ability to break out of the call queue by
recording an in-queue digit announcement, then designating the .WAV
file as such in the In-Queue Digit Announcements section of the
Announcements window.
In-Queue Digit processing (including its associated announcements) is not
supported in SIP-mode systems at this release.
An ACD Group is considered Closed at any time other than the
configured shifts (business hours). However, you can provide an
announcement (using the Announcements window) that provides the
reason why the ACD group is closed. The system then forwards the call to
Call Coverage, using the same path as that designated in Group Time
Out.
You can force the Close state (click Call Distribution Groups > ACD
Groups and then click Open/Close) of any ACD Group for a holiday or
emergency. You must manually enable the first thing on the next working
day. Any new calls after the force close receive an ACD close
announcement and the system forwards them to call coverage. In case of
a force open, the ACD closes at the next configured close time.
A SIP-mode system uses a different audio codec format than a system
that uses 3Com call control. If you are running in SIP mode, you must use
an IP messaging server (such as the 3Com IP Messaging Server) instead of
NBX Voice Mail Messaging.
A system running in SIP mode does not support estimated wait-time
announcements or In-Queue Digit Processing.
Wrap-Up Time is the time interval needed by an agent in this ACD group
to take notes on or follow up a completed call. During Wrap-Up Time,
the system routes no calls to the agent except personal calls or Calling
Group calls.
The timer value is specified in seconds, and the Wrap-Up timer engages
after the agent completes the ACD call. The display panel or status light
on the agent's telephone indicates that Wrap-Up Time is engaged. After
Automatic Call Distribution (ACD) 141