Ericsson iPECS-100, Feature Description And Operation Manual

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iPECS-LIK
Feature Description & Operation Manual
Issue 6.1
33
2.5.11 Supervisors
2.5.11.1 Supervisor Login/Logout
Description
Each ACD group is assigned up to five (5) Supervisors to monitor and control real-time status
of the ACD group and Agents assigned to the group. A Supervisor can be assigned to multiple
groups. The Supervisor login/logout feature provides a means for a supervisor to log into one or
more ACD groups and monitor calls.
Each Supervisor has a unique 4-digit Agent Id used to login and logout of active ACD group
participation. Supervisors can login from any station in the system but only at one station at a
time. If a Supervisor logs into a group from a station while logged in at another station, the
active login is terminated and the new login is honored.
Operation
Supervisor iPECS Phone
To login;
1. Dial
“572” the ACD Supervisor Login code or press the Flex button.
2. Dial the ACD group number
3. Dial supervisor Id code (
“0000”-“9999”)
To Logout;
1. Dial
“573” the ACD Supervisor Logout code or press the Logout Flex button.
2. Dial the ACD group number
3. Dial supervisor Id code (
“0000”-“9999”)
Conditions
1. The system will output a Login/Logout message when a Supervisor logs-in or out.
2. The Supervisor Id can be any 4-digit number
(“0000”-“9999”).
3. iPECS system does not verify the Supervisor Id codes, other than requiring four
digits are entered.
4. Any Agent Id may be used to login through stations not assigned as a Hot Desk.
5. The ACD Supervisor can have an ACD Group Status button for each group to
indicate Group activity.
Programming
NUMBERING PLAN 1 Supervisor Login code (PGM 107-Btn 3)
2 Supervisor Logout code (PGM 107-Btn 4)
STATION GROUPS 1 ACD Groups (PGM191)
2 ACD Group Supervisor (PGM 191-Btn 18)
Related Features

Automatic Call Distribution

Hot Desk