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NDA-24282 (E) CHAPTER 5
Page 307
Revision 1.0
WORK MODE - ACD
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 automatically 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 PBX Call and Work Mode Restriction is set then
the position will be placed in the Break mode instead of the Work mode when PBX 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 be-
fore 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.