Руководство Администратора для Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1)

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A team is a group of agents who report to the same supervisor. When an agent is 
assigned to a team, it means that the team’s supervisor can barge-in and/or 
intercept any call being handled by the agent.

Barge-in is when a supervisor joins an existing call between an agent and a 
customer; intercept is when the supervisor joins a call and drops the agent from 
the call.

A supervisor can also monitor any CSQs that are assigned to the team that (s)he 
supervises.

A team can have one primary supervisor. An optional secondary supervisor—or 
supervisors—can also be assigned to a team.

Automatic Work A system-wide parameter that determines whether agents involved in agent-based 

routing automatically move to the Work state after a call. 

Enabled—Causes agents to go into Work state automatically when a call ends. 

Disabled (default)—Causes agents to enter Ready or Not Ready state when a 
call ends, depending on the Automatic Available setting for the agent.

Wrapup Time

A system-wide parameter that determines how long the agent can stay in the Work 
state. 

Enabled button with seconds field—Controls how long the agent can stay in the 
Work state. 

Disabled—There is no limit of how long the agent can stay in the Work state if 
Automatic Work is enabled.