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NDA-24282 CHAPTER 2
Page 17
Revision 1.0
GENERAL INFORMATION
Figure 2-9 Concept of Operation Mode
• Day/Night Mode
The day and night mode determine the destination of incoming ACD calls on a per-split basis. Set the day
mode when starting the ACD call reception service, and set the night mode to end the ACD call reception
service in the evening or before the agent leaves position.
• Ready Mode
This is the status of an ACD position (including group or system supervisory position) after starting the
reception service. In this state, the position can answer ACD calls.
• Work Mode
This is the state of an ACD position (including supervisory position) in which it restricts the termination of
incoming ACD calls. The agent may then perform nonverbal tasks, such as the creation of a business slip.
The Work mode can be set either automatically at the end of conversation with an incoming call (Automatic
After Call Work mode) or manually by pressing the “Work” key as needed.
0:00
9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 24:00
Supervisory
Position
Night ModeDay Mode
“Night” key pressed
Agent
Position 1
Unavailable
Break
“Break”
key pressed
“Log ON/OFF” key pressed
Available
(Ready Mode)
Night Mode
“Night” key pressed
Break
Available
Unavailable
“Log ON/OFF” key pressed
“Break”
key pressed
Unavailable Available
Break
Break
Unavailable
“Log ON/OFF” key pressed
“Break”
key pressed
“Break”
key pressed
Agent
Position2
“Log ON/OFF” key pressed