Ericsson iPECS-100, Feature Description And Operation Manual

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iPECS-LIK
Feature Description & Operation Manual
Issue 6.1
22
Programming
STATION GROUPS 1 ACD Group (PGM 191)
2 ACD ICLID Routing (PGM 191-Btn 21)
3 CIQ Mention (PGM191-Btn 24-21)
Related Features

VMIM/VSF-Auto Attendant

ACD Caller Controlled ICLID Routing

Multiple Language Support
Hardware
2.5.3 Auto ACD DND Unavailable Service
Description
An Agent who does not answer a call offered from an ACD group during the ACD No-Answer
timer is placed in a
“No response” unavailable status, called ACD DND. In this state, the Agent
will not receive ACD calls from the group. The status is maintained until the agent manually
returns to available status or, if the Auto ACD DND Reason code is set to
“0”, after the ACD
DND Wrap timer the Agent returns to available status.
The Agent On/Off Duty code toggles the Agent duty status On and Off. The station may be
assigned an
{ACD ON/OFF-DUTY (GROUP)} button to set the active Agent duty status. The
{ACD ON/OFF-DUTY (GROUP)} button LED will flash to indicate an unavailable status.
Operation
Agent iPECS Phone
To assign a {ACD ON/OFF-DUTY (GROUP)} button;
1. [PGM] + {FLEX} +
“571” Agent On/Off Duty code + (optional ACD group number) +
[SAVE]
To return to available status;
1. Dial
“571”, Agent On/Off Duty Code.
2. Dial ACD group number.
Or,
3. Press {ACD ON/OFF-DUTY (GROUP)} button.
SLT
To return to available status;
1. Lift handset or press [SPEAKER] button,
2. Dial
“571”, Agent On/Off Duty Code
3. Dial ACD group number.
Conditions