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3com 3100 Manual

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78 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
■ Last Name — Shows the last name of each agent
■ Rank — Shows the order in which calls are routed to agents in the
group
■ Status — Shows whether each agent is currently logged in or out of
the ACD group
■ State — Shows which agents’ extensions have been locked in to the
ACD group
Wrap-Up Time
Wrap-Up Time is a feature that allows time for an agent to complete
follow-up actions after a call. If this feature is enabled by the ACD
administrator, you can activate Wrap-Up Time once per call for a duration
specified by the administrator.
You can activate/deactivate Wrap-Up Time using Feature code 972.
During Wrap-Up Time, the LED for the mapped button is lit, and the
system routes no calls to this extension except personal calls or Call
Group calls. If you need more time than what is allotted by default, you
can use the Extend Wrap-Up Time feature.
Extend Wrap-Up Time
If the Wrap-Up Time feature is enabled by the ACD administrator, the
Extend Wrap-Up Time feature is enabled by default and allows an agent
to extend the Wrap-Up Time period for the same time duration as the
Wrap-Up Time.
This feature is valid only if you are already in the wrap-up mode. You can
activate the Extend Wrap-Up Time once per call using Feature code 973.
Hunt Groups Incoming calls ring to one member of the hunt group. If that member’s
telephone is in use, or if that member does not answer the call, the
system “hunts” for another member of the group until the call is
answered or is forwarded to the group call coverage point. For example,
if there are no available members of the hunt group, the call might be
forwarded to a group mailbox or to the receptionist.
Figure 2 shows the
path of a call coming into a hunt group.
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