iPECS-CM
ACD & CTI Feature Description and Operation
Issue 3.5
17
3.3
ACD Automatic Answer
Description
When a call is routed to an Agent with Auto Answer active, the call is automatically connected to
the phone at expiration of the Handsfree Answer Ring timer. The Handsfree Answer Ring Timer
is configured in WMS. Auto Answer can be configured to activate automatically when the Agent
Logs On or a by the Agent employing a Flex button of an iPECS Multi-button phone to toggle the
Auto Answer state.
Operation
To assign a Flex button for {ACD Agent Auto Answer} operation using the Extension User
program:
[PGM]
+ {FLEX} + Button Feature Type (2) + Feature Code {ACD Agent Auto Answer} +
[SAVE]
To enable/disable Automatic Call Answer:
1.
Press the {ACD Agent Auto Answer} Flex button. The Flex button LED illuminates red
indicating Auto Answer is active or extinguishes indicating Auto Answer is not active.
Conditions
The ACD Agent must have an iPECS Multi-button phone with an Automatic Answer Flex
button assigned to control the Auto Answer state.
Related WMS Menu
Data Management
> Tenant Information > Tenant Tone/Ring Information > Tenant System
Ring > “Handsfree Answer Ring”
> Numbering Plan Information > Feature Code > “ACD Agent Auto
Answer (On/Off)”
> Extension Information > Terminal Information > Phone Flexible Button
> ACD/CTI Information > ACD Group Attribute > “Auto Answer Usage at
Agent Log on”
Related Features
Log On
Hardware
