Ericsson iPECS-100, Feature Description And Operation Manual

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iPECS-LIK
Feature Description & Operation Manual
Issue 6.1
i
Table of Contents
1. INTRODUCTION ................................................................... 1
1.1 MANUAL APPLICATION ........................................................... 1
1.1.1 Organization ....................................................................................... 1
1.1.2 Feature Information ............................................................................ 1
1.2 SYSTEM CAPACITIES................................................................. 2
2. SYSTEM ................................................................................. 4
2.1 ACCOUNT CODE ............................................................................4
2.2 ALARM SIGNAL/DOOR BELL ................................................... 6
2.3 AUTHORIZATION CODES (PASSWORD) ....................................8
2.4 AUTO CALL RELEASE .......................................................... 11
2.5 AUTOMATIC CALL DISTRIBUTION (ACD) ............................ 12
2.5.1 Agents .......................................................................................... 12
2.5.1.1 Agent Auto Connect/Zap Tone ................................................. 12
2.5.1.2 Agent Id Login/Logout .............................................................. 12
2.5.1.3 Agent Help Request ................................................................. 14
2.5.1.4 Agent Queued Calls Display ..................................................... 15
2.5.1.5 Agent Automatic Wrap-Up ........................................................ 16
2.5.1.6 Agent On/Off Duty w/Reason Code .......................................... 17
2.5.2 Announcements ............................................................................ 19
2.5.3 Auto ACD DND Unavailable Service ............................................. 21
2.5.4 Calls-In-Queue routing .................................................................. 22
2.5.5 Calls-In-Queue Page Alert ............................................................ 23
2.5.6 Event Messages ........................................................................... 24
2.5.7 Group Mail Box ............................................................................. 25
2.5.8 Group Name ................................................................................. 26
2.5.9 Incoming Call Routing ................................................................... 27
2.5.10 ACD Caller Controlled ICLID Routing .......................................... 28
2.5.11 Supervisors ................................................................................. 29
2.5.11.1 Supervisor Login/Logout ......................................................... 29
2.5.11.2 Supervisor Help Response ..................................................... 30
2.5.11.3 Agent Call Monitor .................................................................. 31
2.5.11.4 Group Status Display ............................................................. 32
2.5.11.5 Group Parameter Control ....................................................... 33
2.5.11.6 Agent Status Control .............................................................. 34
2.5.12 ACD Statistics Report ................................................................. 35
2.6 AUTOMATIC PAUSE INSERTION .......................................... 37