Ericsson iPECS-100, Feature Description And Operation Manual

Page: 34 / 464

iPECS-LIK
Feature Description & Operation Manual
Issue 6.1
20
If a station is included in two or more hunt group, To go to ON duty in all hunt group when the
user is OFF duty in more one hunt group
1. Lift handset or press [SPEAKER] button,
2. Dial the code for {Agent On/Off duty in all hunt group} button.
If a station is included in two or more hunt group, To go to OFF duty in all hunt group when
the user is ON duty in all hunt group;
1. Lift handset or press [SPEAKER] button,
2. Dial the code for {Agent On/Off duty in all hunt group} button.
3. Dial Reason Code
(“0” ~ “9”, “*” or “#”).
Conditions
1. The system will output an Agent Availability message with the dialed Reason code
when an Agent changes availability status. The message will include the button
type
“Wrap” if the ACD DND timer is activated.
2. The {ACD ON/OFF-DUTY} flex button will flash while the agent is Off-duty for any
reason. The button LED extinguishes when the Agent returns to On-duty status.
3. While Off-duty, the supervisor's flex button LED assigned for the Agent
’s station
flashes at the DND rate. The supervisor may call the station overriding the Off-
duty status.
4. The {ACD ON/OFF-DUTY (GROUP)(0)} button overwrites other {ACD DUTY
(GROUP)} buttons, only one {ACD ON/OFF-DUTY (GROUP)} button can be
assigned at a station.
5. The default value of the ACD DND Wrap-Up Timer is 10 seconds.
Programming
NUMBERING PLAN 1 Agent On/Off Duty code (PGM 107-Btn 2)
2 Agent ON/OFF duty in all hunt group (PGM 109-Btn
17)
STATION 1 Auto ACD DND Reason code (PGM 113-Btn 15)
STATION GROUPS 1 ACD Group (PGM 191)
2 ACD DND Wrap-up Timer (PGM 191-Btn 20)
Related Features

Agent Automatic Wrap-Up

Auto ACD DND Unavailable Service

Event Messages
Hardware
2.5.2 Announcements
Description
Each ACD group can provide announcements to incoming callers. Primary and secondary
announcements are available with control timers. The first announcement is played after 1
st
control timer. The 2
nd
control timer determines the period between the first and second