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Definition of terms and concepts
Phone states after hang up
VTel allows agents to override the predetermined default state to which an ACD phone will
be set after a call is hung up. There are two styles of changing this default phone state:
preset style and immediate style.
The PresetState variable in the VTel configuration file (vtel.ini) determines whether
the phone state can be changed in the preset style (PresetState=true) or in the
immediate style (PresetState=false).
Preset style
Upon receipt of a call, the default preset state is indicated as part of the VTel GUI's
description of the line appearance. This state will occur by default after hang up.
To override this default, the agent clicks the Ready, WrapUp, or Busy button during the
course of the call. After this selection, the call continues uninterrupted. However, when the
customer hangs up, or the agent clicks the Hang up button, the phone goes to the state
selected during the course of the call.
Immediate style
Upon receipt of a call, no default hangup state is indicated as part of the VTel GUI's
description of the line appearance.
To override the after-hangup default state, the agent clicks the Ready, WrapUp, or Busy
button when the agent wishes to hang up. VTel issues a Hangup and the phone goes
immediately to the selected state. The disadvantage of this style is that if the customer
hangs up first (or if the agent clicks the Hang up button), the agent can only go to the
default state.
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Important:
If the telephone switch were set for a Ready state after a hangup sequence (AutoReady),
VTel would not be able to override this without allowing a small window of time during
which another call can be sent from the phone queue to the agent. Further, in such a case
it may not be possible to return from the Ready state to the WrapUp state in the phone
switch.
18 VTel Programmer Guide
Important:
Important:
For switches that allow presets, the telephone switch should be set for
WrapUp after Hangup (or Busy, if WrapUp is not available on the switch).
This allows VTel to determine the subsequent phone state.
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