Switching Pause On / Off; Terminating Wrap-Up Time; Editing Call List - Proximus Forum 500 User Manual

Operating the "Forum CTI" Application

Switching Pause On / Off

If you are not getting calls from the call queue temporarily (e.g. because you
require more wrap-up time for post-processing the last call), you can activate
a pause. If you are an agent in several ACD groups, the pause applies to all
ACD groups you are a member of.
1. To switch on pause, click the Pause switch on button.
2. To switch off pause, click the Pause switch off button.
Tip: If you wish to pause immediately after an ACD call, you can
activate the pause during the call. This ensures that you have no
additional ACD call allocated to you after terminating the call.

Terminating Wrap-up Time

After an ACD call is completed, you have time for wrap-up. The possible
duration for wrap-up is configured by the ACD supervisor. You can terminate
wrap-up early.
1. Click the Wrap-up: Exit button.

Editing Call List

For every ACD group, a common internal call list can be kept, which is
accessible for all agents of this group. All agents of the ACD group can call
people back from this list as well as edit the list.
The call list contains all calls that weren't answered by the agents of the ACD
group. Callers who called with suppressed call numbers are not mentioned in
this list.
Note: The system administrator has to enable the authorisations
manage internal call list and manage external call list for the
ACD groups the agents are assigned to.
Dialling from the call list
For every caller, the list contains a row with his number or name (if the caller
has an entry in in the phone book the communications system or on an
external LDAP server). Also the number of call attempts as well as the time of
the last call is presented.
1. To call a person back, click on the corresponding entry in the from column.
During a callback from the call list, the entry is locked for all other agents.
100 Operation by Agents