iPECS-CM
ACD & CTI Feature Description and Operation
Issue 3.5
31
4.
ACD Supervisor
4.1
Supervisor ACD Group Call Forward
Description
An ACD Supervisor can activate or deactivate Unconditional Call Forward to a predefined
destination. When activated by the Supervisor, calls to the ACD group are routed to the
destination defined in WMS. An {ACD Supervisor Group Call Forward} Flex button is required.
Operation
iPECS Multi-button phone
To assign a Flex button for {ACD Supervisor Group Call Forward} operation using the Extension
User program:
[PGM]
+ {FLEX} + Button Feature Type (2) + Feature Code {ACD Supervisor Group Call Forward} +
[SAVE]
To activate/deactivate ACD Group Call Forward by Supervisor:
1.
Press the programmed {ACD Supervisor Group Call Forward} button.
2.
Enter Password if the Password option is enabled. If activating, the LCD will indicate
“ACD Group Call Forward” and the Flex button LED illuminates in red. If deactivating, the
LCD will indicate “ACD Call Forward Clear” and the Flex button LED turns ‘Off’.
Conditions
Related WMS Menu
Data Management
> ACD/CTI Information > ACD Group Attribute > “Service State”
> ACD/CTI Information > ACD Group Attribute > “Supervisor Forward
Destination”
> ACD/CTI Information > ACD Group Attribute >”Password Usage on
Supervisor Mode Change”
> Extension Information > DN Attribute > “Extension Password”
> Numbering Plan Information > Feature Code > “ACD Supervisor Group
Call Forward”
> Extension Information > Terminal Information > “Phone Flexible Button”
Related Features
Hardware
The ACD Supervisor must be equipped with an iPECS Multi-button phone.
