Document name

UCP/EMG80 – Reason codes for ACD groups

Author  Anita Robson Publish Date 09/10/2018 Version  1.0

 

 

1. Version Information 

 

 

Date Author Update Information  Version 09/10/2018 Anita Robson 1st draft 1.0

 

 

2. Document Purpose & History

 

This document is intended to provide the reader with the necessary steps to program reason codes when using ACD groups

 

 

UCP/EMG80 – Reason codes for ACD groups

 

 

You can set up an Off Duty Key for a member of an ACD group.  When they press that key they will be asked to select a reason code between 1-9.  This code does not have any assigned function in the System but, it is passed on to any reporting software which is in use.

 

That software can then take that reason code and assign a value to it, so reason code 1 could mean bathroom break, reason code 2 could be Lunch.  Once this data has been output to a reporting program it can then report on how many breaks the user took and for what reason.

 

To programme the duty key onto a handset:

 

TRANS – Flex Button – Dial 571 – Dial hunt group number – Press Hold

 

 

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