User`s guide

20(30)
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Dokumentnr/DocumentnrUppgjord/Prepared
Dokansv/Godkänd - Doc respons/Approved Kontr/Checked Tillhör/Referens-File/Reference
99-07-15 F
106/155 34-ASB 150 02 Uen
FACILITY DESCRIPTION
Faktaansvarig - Subject responsible
ACD-PAUSE
Definition
Pause status is the status during which the agent is
not available for receiving calls and is not logged off
from the system.
Use
Using the ACD-pause key it is possible for the agent to
make a break without logging off. For leaving the
pause status, the agent needs only to press the pause
key again (toggle function key).
To avoid the misuse of this option, a pause-interval
limit has been introduced.The pause-interval limit is
programmable per system (not per ACD-group).
Operation
When an agent needs a break or generally to interrupt
the job for a certain time, he can press the pause key
without logging off. The lamp of the corresponding key
(if any) is on.
During the time the agent is signed passive no
ACD-calls will be sent to his extension and a timer
counts the time in pause.
When the agent wants to leave the pause status,
she/he has to press the pause key again (no PIN
and/or agent number required even if those are
required for log-on procedure). The pause-key lamp
extinguishes.
In case the agent stays in pause longer than the pause
time-out limit, she/he will be automatically logged off
from the system.
All the pause related information for the agent(s) will
be sent to the ACD-MS application for statistics.
It is also possible to execute the pause function via
PES.
NOTE: When the last active agent of the group
presses the pause key, all the calls in
corresponding queue will be directed to
an alternative answering position.
Capacity
Not applicable.
Limitation
During ACD-Pause state only non-ACD calls are
possible.
Programming
0301
Programming of keys on agents' telephones.
All telephone key functions are programmed via
command 0301.
xxxx enter the agent’s directory number
yy enter the relevant key
Programming the ACD pause key
If the agent is to have an ACD-pause key by which he
can switch on/off to pause, a key must be programmed
for this purpose (see command 0301):
zz Enter the function code 44
3055
Program ACD pause?
This command allows to specify for which
Authorisation Categories (COS) it is permitted to
program a key for ACD-pause.
10 Jul 14:40 +15˚
FUNCTION OF KEY 0301 xxxx yy zz
backward forward c/i return
10 Jul 14:40 +15˚
PROG. ACD PAUSE? 3055 yy z
backward forward c/i return