Wrap-Up Timer - NEC Univerge SV9100 Installation Manual

Once all the users are added to the group, in the lower section of the window, you can select which
ACD groups the agent can logon to. Add the ACD queues to the included ACD queues and select if
the ACD queues are a primary login or not. If an ACD queue is set as a Primary login, then when an
agent clicks the login button, they are logged into all Primary login queues. The agent can then
optionally login to any of the other included ACD queues.

Wrap-up Timer

Wrap-up is controlled by the SV9100 and is defined in the ACD Group agent options based on the
setting for the first AIC used to log the agent in. Using Agent Control it's possible to set a wrap-up
timer on a per ACD group basis rather than following the settings on the PBX. To do this the
maximum time that an agent should be in wrap up should be specified in the SV9100.
Once this is configured agents monitored by MyCalls will exit wrap-up in this timer unless a lower time
is specified against the Agent Control Group. The example below shows ACD 1, 2, 3 and 5 have
custom wrap up timers set, as there is nothing entered for ACD 4 this will follow the wrap up timer on
the SV9100.
75 | P a g e