3Com 3C10402B Administrator's Manual page 142

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HAPTER ALL ISTRIBUTION ROUPS
Wrap-Up-Time expires, the agent becomes available to take new calls,
and the display panel or status light deactivates.
You can set the Wrap-Up timer value between 0 and 999 seconds. A zero
value (default) signifies that Wrap-Up Time is not configured.
The Wrap-Up Time feature is not available on SIP mode systems.
Wrap-Up Time Indicators
The status light associated with the button mapped for Wrap-Up Time
lights up while the agent is in Wrap-Up mode. This status light turns off
after Wrap-Up time is complete, or when the agent overrides it.
In addition to the status light, the display panel displays during
Wrap Up
the time allotted, then returns to the default display after the Wrap-up
time is complete, or when the agent overrides it.
Wrap-Up Time Agent Override
Feature code 972, or a mapped button, allows the agent to override the
Wrap-Up timer to take new calls immediately.
However, the agent can override the Wrap-Up timer only after
completing the call. This means that even if the agent wants to override
Wrap-Up time during an ACD call to take another ACD call, the agent
cannot do so. The only exceptions to this rule are personal calls or Calling
Group calls.
Therefore, if an agent is part of two ACD Groups, the agent cannot
receive calls from either group if Wrap-Up Time has engaged after an
ACD call from either group. After the timer expires and the agent takes a
call from the second ACD group, closing this call starts the Wrap-Up
Timer from the second ACD group, which the agent can override.
Wrap-Up Time Agent Extend
Agents who need extra Wrap-Up time can map another button, or use
Feature Code 973 to extend this time. The agent can only extend while
Wrap-Up time is active; once the Wrap-Up time expires, the agent cannot
extend the wrap-up time. An agent can extend Wrap-Up time one
instance by default.