Ucd Calls In Queue Display; Wrap-Up Timer - Vodavi STARPLUS Triad-S Manual

Uniform Call Distribution

UCD Calls In Queue Display

Operation
From an idle display key telephone:
1. Dial [567] on the dial pad, followed by the UCD Group number (550-557),
-or-
Press preprogrammed flexible button. ON/OFF button LED lights steady.
2. Hang up the handset or press ON/OFF button to terminate display.

Wrap-up Timer

Description
After completion of a UCD call (on-hook) the agent is not subjected to another UCD call for
the duration of the Wrap-up Timer (regardless of the number of calls in queue), allowing the
agent to finish call related work or to access other facilities. This allows agents to remove
themselves from the group (i.e., DND, Unavailable, Call Forward) or originate another call. The
Wrap-up Timer is programmed as part of the UCD database (system-wide). The Wrap-up
Timer setting is variable from 000 to 999 seconds.
Programming Steps
1. Press the WRAP-UP TIMER flexible button (FLASH 61, Button #4). The following message
displays:
2. Enter a valid number on the dial pad which corresponds to 000-999 seconds.
3. Press HOLD to save the entry. A confirmation tone sounds and the display updates.
DEFAULT ... Wrap-up Timer is set for 4 seconds.
This idle display prompts a Supervisor that a group is having problems answering
their calls.
The display tells the agent and their supervisor how many calls are in queue, how
many agents are available or logged into the group, and the time (in minutes) that
the oldest call has been in queue.
The agent automatically receives the calls in queue display whenever there is a call in
queue.
This feature cannot be used with a call in progress. The station is considered busy
for incoming calls during this operation.
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Chapter 4 - Call Distribution - ACD/UCD
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