Panasonic S-ICX Manual
Built-In ACD Supervisor Guide
Section 521
52
S-ICX (International) issued February 2000
S-ICX-10-521 (ACD 3.0)
Wrap Feature
When an agent finishes an incoming ACD call conversation, he/she can have
“wrap-up” time to prepare a memo or record other pertinent information.
“wrap-up” time to prepare a memo or record other pertinent information.
Operation
Not required. Set this feature for each agent group. (Can be set upon
installation)
installation)
To use the Wrap Feature the agent presses the Wrap Key upon completion of
his/her call. The agent will then have up to 600 seconds (maximum) to
complete wrap-up and be ready for the next incoming call. The default wrap-
up time is set at 20 seconds and can be modified to accommodate the
estimated wrap-up needs of agents.
his/her call. The agent will then have up to 600 seconds (maximum) to
complete wrap-up and be ready for the next incoming call. The default wrap-
up time is set at 20 seconds and can be modified to accommodate the
estimated wrap-up needs of agents.
If your agent group is using the Wrap feature, the LED of the Wrap Key will
change, as follows, when pressed by the agent:
change, as follows, when pressed by the agent:
Setting
Set the program setting for the Wrap function as follows:
Notice
1. Wrap time is included an agent’s talk time for the MIS reports.
2. Only one Wrap Key is available for each extension.
Wrap Feature
Wrap Key LED
During Wrap-up time
lit in green
Wrap-up time final 15 seconds
blinks in red
Non Wrap-up time
no light
Agent
Group
Wrap Function
1
3402 Wrap Function
0 = No Wrap (Default) 1 = Wrap
3403 Wrap Time
60:60 secs
1-600 = 1 to 600 secs
2
3502 Wrap Function 0 = No Wrap (Default) 1 = Wrap
3503 Wrap Time
60:60 secs
1-600 = 1 to 600 secs
3
3602 Wrap Function 0 = No Wrap (Default) 1 = Wrap
3603 Wrap Time
60:60 secs
1-600 = 1 to 600 secs