Wrap Mode; Led Indicator - ESI 600 User Manual

ACD agent operation

Wrap mode

If you have paperwork or other wrap-up activities after a call, you'll appreciate the system's wrap mode.
While you're logged on as an agent, pressing the programmed wrap key (or placing the call on
exclusive hold) prior to disconnecting from a call will set your station in wrap mode — this delays
immediate assignment of the next call until you have had time to complete any wrap-up activities.
Press the wrap key again to release your station from wrap mode and be available for the next call.
Notes: The Installer may have set a maximum allowable wrap time. If so, when you're in wrap mode, the
upper-right portion of the display will show a count-down timer indicating the amount of time remaining
in wrap mode. At the expiration of this timer, you will automatically be available for the next call.
You need only one wrap key, even if your system allows you to be logged into two departments at the
same time.
Programming the wrap key
1. Enter Help mode by pressing HELP.
2. Press 3. Now Help mode will describe each key you press.
3. Press each programmable feature key to determine the location of the wrap key (the keys have
been assigned beginning with the lower left-hand programmable feature key).
4. Press HELP again to leave Help mode.
5. To program a new key location (or if one has not been previously programmed):
(a.) Hold down the desired programmable feature key for at least two seconds, to enter
programming mode.
(b.) Dial 5 6 2.
(c.) Press the programmable feature key again.

LED indicator

The LED on the agent log-on/off key will indicate your agent status as follows:
LED appearance
Solid green
Solid amber
Solid red
Flashing red
Note: If you leave your desk and forget to log off, and the system sends a call to your station that is not
answered, your station will be automatically logged off. You must log back on, upon returning to your
station, to be available again for calls for that department.
I.2
Indicated status
Logged on
In wrap mode
Logged off
Automatically logged off
User's Guide