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184 Chapter 15 Activity Codes
NN40040-301NN40040-301
Autopegs
Whether an agent is Prompted or Optional, if the agent enters an Activity Code while a call is
connected and does not enter another Activity Code by the end of the active peg period, there is a
period of talk time that is does not have an Activity Code assigned to it. If this happens, Contact
Center assigns the last Activity Code the agent entered to the remaining time. This is called an
Autopeg. An Autopeg does not affect the peg count.
Examples of Autopeg calls
Autopeg example 1
An agent enters Activity Code 1 during the call. Contact Center assigns the same Activity Code,
Activity Code 1, for the remaining talk time:
Autopeg example 2
The agent enters two Activity Codes and does not enter another Activity Code during the active
peg period, so Contact Center counts Activity Code 2 for an additional 5 minutes. The count for
each Activity Code remains at 1.
Autopeg example 3
During the call, the agent enters three Activity Codes. The agent does not enter another Activity
Code during the active peg period. Contact Center counts Activity Code 1, 2, and 3 for an
additional 12 minutes. The count is 1 for each Activity Code.
Time Activity Peg time
9:00 Start of call
9:05 Agent enters Activity Code 1 5 minutes
9:12 End of call
End of active peg period. Contact Center autopegs Activity Code 1 7 minutes
Time Activity Peg time
9:00 Start of call
9:05 Agent enters Activity Code 1 5 minutes
9:07 Agent enters Activity Code 2 2 minutes
9:12 End of call
End of active peg period. Contact Center autopegs Activity Code 2. 5 minutes
Time Activity Peg time
9:00 Start of call
9:06 Agent enters Activity Codes 1,2,3 6 minutes
- BCM50 2.0 1
- Contact Center 1
- Trademarks 2
- Task List 3
- 6 Task List 6
- Contents 7
- Chapter 14 11
- Chapter 15 11
- Chapter 19 13
- 14 Contents 14
- Chapter 1 15
- 16 Chapter 1 Getting started 16
- Chapter 1 Getting started 17 17
- Contact Center features 18
- Chapter 1 Getting started 19 19
- Audience 20
- Acronyms 20
- Symbols and text conventions 21
- Related Publications 22
- How to get Help 23
- 24 Chapter 1 Getting started 24
- Chapter 2 25
- Enabling keycodes 26
- Starting CallPilot Manager 26
- System timeout 27
- Contact Center access 27
- Using the dialpad 29
- About telephone buttons 30
- Chapter 3 33
- To program a memory button 34
- Supervisors 35
- Agent Feature Codes 36
- Chapter 4 39
- To add an agent 40
- Adding more than one agent 42
- Changing agent information 43
- Resetting an agent’s password 43
- Deleting an agent 44
- Forcing an agent off 44
- To force an agent off 45
- Chapter 5 47
- Skillset properties 48
- Setting up DID routing 52
- Setting up CLID/DNIS Routing 52
- Routing using a Line 53
- Routing using CLID and a Line 53
- To add a CLID/DNIS Route 55
- Changing a CLID/DNIS Route 56
- To change a CLID/DNIS Route 56
- To delete a CLID/DNIS Route 57
- Dynamic Agent Priority 57
- Viewing agents in a skillset 60
- Enabling a skillset 61
- Disabling a skillset 61
- Unconfiguring a skillset 62
- Chapter 6 63
- Indication telephone 64
- Opening a skillset mailbox 66
- Skillset mailbox password 67
- to select a greeting 72
- 2 new 0 saved 76
- REC ADMIN 76
- No messages 78
- COMP MBOX EXIT 78
- Retrieving erased messages 79
- Replying to messages 80
- Chapter 7 83
- Deleting a destination number 100
- Adding a destination number 101
- Chapter 8 103
- NN40040-301NN40040-301 104
- 2 Click the Greetings link 105
- Chapter 9 111
- Condition 112
- Example 1 113
- Example 2 113
- Example 3 114
- Example 4 114
- Example 5 115
- Example 6 116
- Example 7 116
- Example 8 117
- Chapter 10 123
- Expected Wait Time 124
- To set up EWT 125
- Recording EWT greetings 125
- To set up an EWT Table 126
- To delete an EWT Table 128
- To change an EWT Table 129
- Greeting step parameters 130
- Adding a Greeting step 131
- To add a Greeting step 131
- Adding a Distribute for step 133
- To add a Distribute for step 133
- Adding a Goto step 134
- To add a Goto step 134
- Adding a Transfer step 134
- To add a Transfer step 135
- Adding a Disconnect step 135
- To add a Disconnect step 136
- Changing a Routing Table 143
- To delete Routing Table steps 144
- Chapter 11 145
- Using wildcard characters 148
- Changing a Caller Input rule 150
- Deleting a Caller Input rule 151
- Chapter 12 153
- Configuring lines 154
- To configure several lines 155
- Chapter 13 157
- MMCC Public Hostname 159
- Reserved channels 160
- Enable Caller ID 160
- System Configuration Report 162
- Monitoring tips 169
- About monitoring sessions 171
- Monitoring skillsets 172
- To monitor skillsets 172
- Taking some Not Ready time 174
- Logging off 175
- Supervisor Help 175
- How Supervisor Help works 176
- Configuring Supervisor Help 177
- How to handle missed requests 178
- Prompted 182
- Optional 182
- Chapter 15 Activity Codes 183 183
- Autopegs 184
- Examples of Autopeg calls 184
- System Activity Codes 185
- Example 1: No Peg 186
- Chapter 15 Activity Codes 187 187
- Transfer to Agent 188
- Break Time 189
- 190 Chapter 15 Activity Codes 190
- To create an Activity Code 191
- Importing Activity Codes 192
- 2 Click Import 193
- 194 Chapter 15 Activity Codes 194
- Pressing NO 196
- Activity Codes 196
- Chapter 16 197
- Routing Table administration 198
- Assigning DNs 200
- Chapter 17 201
- General Configuration 203
- General Properties 204
- Caller Input Rules 204
- Skillset 1 206
- Service Mode 207
- Skillset 2 208
- Routing Tables 209
- Overflow 210
- Skillset 3 211
- Skillset 4 213
- Multimedia Contact Center 215
- Skillset 5 217
- Chapter 18 221
- Agent problems 222
- Call Forward 223
- Answer DN 223
- Do Not Disturb 223
- Call Forward No Answer 223
- Hunt groups 224
- Automatic Answer 224
- Skillset problems 225
- Call processing problems 226
- Center calls do 227
- Operator 228
- Feature Codes 230
- Operator/Business Status 230
- Contact Center skillsets 231
- Contact Center Greetings 232
- Intelligent Overflow Routing 233
- Contact Center agents 234
- Skillset assignments 235
- Skillset mailboxes 236
- Intelligent CLID/DNIS Routing 239
- Line answering 240
- Glossary 241
- Numerics 247
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