Ericsson iPECS-100, Feature Description And Operation Manual

Page: 30 / 464

iPECS-LIK
Feature Description & Operation Manual
Issue 6.1
16
4. Hang-up to return to idle and normal display.
Or,
1. Lift the handset or press the [SPEAKER] button.
2. Press the {DISPLAY CALL QUEUE} button. The display shows the Queued call
status and will update as the queue status changes. If no calls are in queue, the
phone returns to idle.
3. Hang-up to return to idle and normal display.
To display ACD Call Queue status when the Agent is on a call;
1. Press the {DISPLAY CALL QUEUE} button, the displays shows the queued status
for seconds and then returns to the normal call display.
Conditions
1. The Agent cannot display queued call status while the phone is ringing.
2. If there are no queued calls to display, the phone returns to idle after providing error
tone.
Programming
NUMBERING PLAN 1 Display ACD Call Queue Status (PGM 107-Btn 6)
STATION GROUPS 1 ACD Group (PGM 191)
Related Features

Station Groups
Hardware

iPECS Phone with Display
2.5.1.5 Agent Automatic Wrap-Up
Description
When an Agent completes an ACD group call, the Agent automatically enters into the Wrap-up
state. In this state, an Agent will not receive ACD calls, allowing the Agent to complete
paperwork, etc. The Agent remains in this automatic Wrap-Up state for the duration of the ACD
group Wrap-Up Timer. After the Wrap-Up Timer or by using
“Wrap-Up-End” feature, the Agent
returns to available status and can receive ACD group calls.
Operation
Agent iPECS Phone
To assign a {WRAP-UP-END} button;
1. [PGM] + {FLEX} +
“585” +
[SAVE]
Activation;
1. Automatic when Agent completes an ACD group call
Deactivation;