iPECS-CM
ACD & CTI Feature Description and Operation
Issue 3.5
6
Related WMS Menu
Data Management
> ACD/CTI Information > ACD Group Attribute > “Waiting Step”
> ACD/CTI Information > ACD Group Tone > 1st ~ 5th Announcement
Related Features
Call Vector
Hardware
2.4
Queued Call Display
Description
The number of queued calls is displayed in the terminal LCD (IP phone and Digital phone) of
agents, supervisors, and assistant supervisors logged on to the ACD group. The ‘calls in queue
display’ by default is disabled.
In addition to displaying Queued Call information to members of an ACD group, the Queued Call
display information can be sent to members of other ACD groups. A maximum of five (5) ACD
groups can receive the Queued Call display for an ACD group.
The Queued Call information is sent at regular intervals from 10 to 100 seconds defined in 10-
second increments.
Operation
Conditions
It is recommended the option to send the queued call display to other groups in high traffic
sites due to the increased system-processing load required.
Related WMS Menu
Data Management
> ACD/CTI Information > ACD Group Attribute > “Queued Call Count
Display Option”
> ACD Group Attribute > “Time Interval of Queued Call Count Display
Option”
> ACD Group Attribute > “Group Number for Queued Call Count Display”
Related Features
Hardware
