Filter
Top Products
98 CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM
You can also perform the following actions:
■ Select All — Select for an action all ACD groups of which you are a
member.
■ Deselect All — Remove from an action all ACD groups of which you
are a member.
■ Invert Section — Select for an action all ACD groups currently
unselected and remove from an action all ACD groups currently
selected.
■ Login — Log in to the selected ACD group (or groups).
■ Logout — Log out from the selected ACD group (or groups).
Viewing ACD Group Status Details
Using the NBX NetSet Utility, go to Group Membership > ACD Groups
and click the extension number to view detailed information about the
agents of this ACD group. Click each column heading to arrange the
information in ascending or descending order.
■ Extension — Shows the extension number of each agent in the
group
■ First Name — Shows the first name of each agent
■ Last Name — Shows the last name of each agent
■ Rank — Shows the order in which calls are routed to agents in the
group
■ Status — Shows whether each agent is currently logged in or out of
the ACD group
■ State — Shows which agents’ extensions have been locked in to the
ACD group
Wrap-Up Time
Wrap-Up Time is a feature that allows time for an agent to complete
follow-up actions after a call. If this feature is enabled by the ACD
administrator, you can activate Wrap-Up Time once per call for a duration
specified by the administrator.
You can activate/deactivate Wrap-Up Time using Feature code 972 or by
mapping an access button to this feature (see
“User Button Mapping”).
During Wrap-Up Time, the LED for the mapped button is lit, and the
system routes no calls to this extension except personal calls or Call