NEC Univerge SV8500 Programming Manual page 271

W-5A WORK MODE - ACD
GENERAL DESCRIPTION
This feature offers the choice of allowing the agents within a split to enter and exit Work Mode. Calls waiting in
queue cannot be connected to agents in the Work Mode. Since the Work Mode inhibits agents from receiving calls
it is sometimes beneficial to limit Work Mode use or restrict it altogether. Two features have been provided which
limit the agent's ability to be in the Work Mode.
After Call Work Mode Timeout
This feature sets a timer which limits how much time an agent may remain in the Work Mode at the conclusion of
each ACD call. This mode is sometimes called the Wrap-Up Mode as well. When the timer expires the agent is au-
tomatically placed in Ready Mode and a new ACD call will be connected immediately if there is one waiting in
queue.
Work Mode Restriction
The Work Mode can be restricted altogether for a specified split. Any attempt to enter the Work Mode is overridden
according to the following conditions:
• The agent presses the WORK key. The ACD system ignores the request.
• The agent logs on to the ACD system. The agent is automatically placed in Ready mode and will receive calls
immediately if calls are queued.
• The agent concludes an ACD call. The after call work mode of the split is ignored by the ACD system and the
agent is automatically placed in Ready mode. If the agent requested to enter Break mode, while on the ACD
call, the request will be honored and the agent will not be placed in Ready mode at the conclusion of the ACD
call.
• The agent is placed in Work mode automatically if an assigned ringing ACD call has not been answered and
the Recover Call feature has been activated and removed that call from the agent's position. The WORK lamp
flashes to visually inform the agent of the forced entry into Work mode. This prevents the agent from receiving
another ACD call.
• If the split is also setup for Automatic Work Mode with Node Call and Work Mode Restriction is set then the
position will be placed in the Break mode instead of the Work mode when Node calls are assigned.
If the agents within a split are allowed to enter Work mode, the mode can be entered given the following conditions.
• The agent from the Ready Mode presses the WORK key.
• The agent is placed in Work mode automatically upon logon. This prevents a call from being connected before
the agent is prepared to handle the call.
• The agent is placed in Work mode automatically at the conclusion of an ACD call, if the after call mode of the
split is set to "Work".
• The agent is placed in Work mode automatically if an assigned ringing ACD call has not been answered and
the Recover Call feature has been activated and removed that call from the agent's position. The WORK lamp
flashes to visually inform the agent of the forced entry into Work mode. This prevents the agent from receiving
another ACD call.
W-5A WORK MODE - ACD
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