| Agent features An "Agent" is any extension that has been programmed
as a member of a UCD and is provided with the following features:
Agent Help
If a UCD is programmed with a supervisor who has a display keyset, agents
can send a message to the supervisor requesting help. The supervisor can accept,
acknowledge or reject the request. If the request is accepted, a conference call is set
up, with the supervisor in mute mode. The agent is the conference controller.
Agent Log-on & Log-off.
Agents can use this feature to log on or off from all UCD groups of which
they are a member. An agent who is logged off cannot receive UCD calls. At least one agent
must remain logged onto a UCD,. If logged on, agents will still receive UCD calls even if
they are in call-forward or DND mode. At least one Agent must be logged onto the UCD (i.e.
if all Agents attempt to log-off, the last Agent attempting to log-off will be prevented
from doing so).
Wrap Time
The agent wrap time is a programmed interval during which an agent who has
just completed a UCD call cannot be called. It allows the agent time to complete paperwork
etc generated by the previous call.
Agent Supervision
A nominated UCD supervisor has the ability to monitor calls made to agents
of the UCD. They cannot monitor a call placed directly to an Agent's normal extension
number (which is considered a "private" call).
Agents also receive a
periodic "call-waiting" message on their LCD panels (and a single ring)
indicating the number of waiting calls in the UCD group. This is a useful feature to alert
a particular busy extension of queued calls. Creating a single-member UCD group provides
the extension with that facility.
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