BusinessPhone Communication Platform 5.1
Facilities

## ACD-Clerical Time

## Definition

Clerical time is the state in which the agent terminates an ACD call until the next call can be presented to the agent. During this time the agent is blocked for new ACD calls. The agent may use this period for other purposes (e.g. making notes). Different sequences can be used to leave the clerical state.

Clerical time can be fixed or flexible.

The clerical time can be displayed instead of the queue information on the telephone and can also be handled from CTI- or PES applications.

## Use

### Fixed clerical time without clerical key

It is possible to program for each ACD-group (for its agents) a fixed clerical time. This will be the same for all agents of this ACD-group and is the interval between completing a call and being ready to receive new ACD-calls again.

### Fixed clerical time with clerical key

It is possible to program for each ACD-group (for its agents) a certain clerical time. This clerical time will be the same for all agents of this ACD-group. Moreover there can be assigned a clerical key for each ACD-Agent telephone. With this special programming it is possible to leave the clerical state already by pressing the clerical key before the clerical time elapses.

### Flexible clerical time with clerical key

Each agent can be assigned a clerical key that is to be pressed when the agent is ready to accept a new call and wants to interrupt his clerical status.

This function can be quite useful if a common time is too short for certain agents.

Agents to whom no individual key is assigned are subject to the fixed clerical time.

### Display clerical time

This function makes it possible to display the clerical time on agent telephones. During the clerical state the clerical time is displayed instead of the queue information.The clerical time can be shown in two ways:

- remaining clerical time

- The displayed time will start with programmed clerical time and will be count down.

- elapsing clerical time

- If no fixed clerical time is used, the displayed time will start with five seconds and will be count up.

The “clerical time display-picture” is replaced with the queue information if the clerical state is left.

## Operation

### Termination of an ACD-call

#### Fixed clerical time without clerical key

1. Replacing the handset or pressing Clear.

- The agent is now unavailable and not able to take new ACD-calls. After the programmed fixed clerical time the system automatically makes the Agent available for further ACD-calls.
- The remaining clerical time can be shown on the display (if programmed).

#### Fixed clerical time with clerical key

1. Replacing the handset or pressing Clear.

- The lamp associated with the clerical key is on and glows steadily.
- The remaining clerical time can be shown on the display (if programmed).

There are now two ways to go active for new ACD-calls.

- The Agent can wait until the fixed clerical time has elapsed and the system makes the agent automatically available for new ACD calls or
- the ongoing clerical time can be terminated by pressing the clerical key.

The light extinguishes and any queued call is presented immediately.

#### Flexible clerical time with clerical key

1. Replacing the handset or pressing Clear.

- The lamp associated with the clerical key is on and glows steadily.
- The elapsed clerical time can be shown on the display (if programmed).

1. The agent presses the clerical key when ready to accept the next ACD-call.

- The light extinguishes and any queued call is presented immediately.

#### Display clerical time

The queue information will be replaced by the clerical time information while the agent is in clerical state.

#### Personal Efficiency System (PES)

The clerical time procedure can also be executed via PES or CTI.

## Capacity

The clerical time counts up to a maximum of 59:55 minutes. After this time the display time is no longer updated but the agent can still be in clerical state.

## Limitation

If a call code is required, clerical time can only be programmed with a value between 5 and 255 (seconds).

No clerical time is used after entering a call code for a non-ACD call.

If no fixed clerical time is programmed the system starts displaying the clerical time after five seconds and it will be updated in five-second steps.

The clerical time is not displayed on the telephone after any call code has been entered via PES.

The clerical time is not displayed, if the programmed clerical time is less than five seconds.

## Programming

3820 |  | Postprocessing (clerical) time

3045 |  | Program ACD clerical key

0301 |  | Function of programmable key

Enter function code = 31

3830 |  | End fix clerical time by pressing the clerical key before timeout

3712 |  | Display clerical time?

## Equipment

None

Revision: K © Ericsson Enterprise 2003