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iPECS-CM

ACD & CTI Feature Description and Operation

Issue 3.5

36

Conditions



When a monitored Agent terminates a call, the Supervisor display returns to the ‘Monitor
Ready’ message.



Silent Monitor automatically terminates if the monitored Agent logs off the ACD group.



The monitoring Extension need not be logged on to an ACD group.



All conversations from the monitored Agent are monitored regardless of the DN used for the
call because this feature works based on M-DN.



In some regions, monitoring a call without notification may be illegal.

Related WMS Menu

Data Management

> Numbering Plan information > Feature Code > “ACD Supervisor Silent
Monitor”

Related Features

Hardware

The ACD Supervisor must be equipped with an iPECS Multi-button phone.

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Summary of Contents for iPECS-CM

Page 1: ...iPECS CM ACD CTI Feature Description Operation Manual Please read this manual carefully before operating System Retain it for future reference ...

Page 2: ...icsson LG Enterprise Co Ltd Ericsson LG Enterprise Any unauthorized reproductions use or disclosure of this material or any part thereof is strictly prohibited and is a violation of Copyright Laws Ericsson LG Enterprise reserves the right to make changes in specifications at any time without notice The information furnished by Ericsson LG Enterprise in this material is believed to be accurate and ...

Page 3: ...MATIC ANSWER 17 3 4 RELEASE BUTTON 18 3 5 WORK MODE 19 3 6 NOT READY MODE 21 3 7 HANDSET HEADSET MODE 22 3 8 RING TONE MODE 23 3 9 SKILL BASED ROUTING 24 3 10 LOG OFF CALL RESTRICTION 25 3 11 INTER AGENT CALL RESTRICTION 26 3 12 AGENT NO ANSWER SERVICE 26 3 13 AGENT INDIVIDUAL NUMBER DND 27 3 14 AGENT ANSWER ANNOUNCEMENT 28 3 15 AGENT ACD CALL INDICATION 28 3 16 AGENT HELP FEATURE 29 4 ACD SUPERVI...

Page 4: ...ALED NUMBER IDENTIFICATION SERVICE 42 6 6 RBT RESTRICTION UPON TRUNK OG DIVERT 43 6 7 CSTA LINK CHECK 43 6 8 CTI ROUTING FAIL REROUTING 44 6 9 EMERGENCY REROUTING ACD UCD 44 6 10 CTI ROUTING POINT 45 6 11 CTI MONITOR STATUS DISPLAY 46 6 12 CTI LINK DISPLAY 46 6 13 MULTI CTI SERVER INTERFACE 47 7 CTI PROTOCOL 48 7 1 INTERFACE 48 7 2 CSTA PHASE II PARAMETER 49 7 3 CSTA PHASE II PICS 50 ...

Page 5: ...pplications such as CRM Customer Relationship Management CTI maximizes work efficiency and improves customer service via communication between the computer database systems and the telephone system to implement advanced call routing services It provides not only basic features such as automatic dialing intelligent call routing automatic information window pop ups related with an incoming call auto...

Page 6: ...DP Series LIP Series SIP Phone WIT 400H ACD Supervisor N Y Y N N ACD Assistant Supervisor N Y Y N N ACD Agent Y Y Y Y N SLT LDP Series LIP Series SIP Phone WIT 400H ACD System Feature Automatic Call Distribution Y Y Y Y N Queue Announcement Y Y Y Y N Queued Call Display N Y Y N N ACD Agent Feature Log On Y Y Y Y N Log Off Y Y Y Y N ACD Automatic Answer N Y Y N N Release Button N Y Y N N Work After...

Page 7: ...one Mode N Y Y N N Call Release Using Work Mode Button during Agent Call N Y Y N N Handset Headset Setting upon Agent Logon N Y Y N N Handset Headset Setting upon Agent Logoff N Y Y N N Ring Tone Mode Setting upon Agent Logon N Y Y N N Automatic Answer upon Agent Logon N Y Y N N Agent ACD Call Indication N Y Y N N ...

Page 8: ... Assistant supervisor ACD Group 30 Agent Skill Level 255 ACD Agent Terminal Type Digital Analog IP SIP Phones ACD Key Number ACD Group 20 2 2 Automatic Call Distribution Description Incoming calls to the ACD group Key Number are distributed to ACD agents based on configuration of the ACD Group which is accomplished through WMS Operation ACD Group key number called Agent s Available Differing Skill...

Page 9: ... the ACD Group Tone configuration Recorded announcements can be checked with feature codes from terminals including the ACD supervisor assistant supervisor and agent Operation To assign a Flex button for ACD Announcement Play operation using the Extension User program PGM FLEX Button Feature Type 2 Feature Code ACD Announcement Play SAVE To check the recorded announcement from a terminal 1 Dial th...

Page 10: ...n 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 group...

Page 11: ...following cases Automatic mode based on time information Change to Night mode by ACD supervisor using the Night button refer to Section 4 2 Supervisor Night Service Administrative change to Night mode through WMS Operation Conditions Related WMS Menu Data Management ACD CTI Information ACD Group Service State Night ACD CTI Information ACD Group Attribute Service State ACD CTI Information ACD Group...

Page 12: ...ton refer to Section 4 3 Supervisor Holiday Service Administrative change to Holiday mode through WMS To use the multiple holiday announcements 10 kinds of holiday can be assigned in System Time Zone And 10 kinds of holiday announcement can be assigned in ACD Group Tone Operation Conditions Related WMS Menu Data Management ACD CTI Information ACD Group Service State Holiday ACD CTI Information ACD...

Page 13: ...al refer to Section 4 4 Operation Conditions Related WMS Menu Data Management ACD CTI Information ACD Group Attribute Service State ACD CTI Information ACD Group Attribute Overflow Call Count ACD CTI Information ACD Group Tone Overflow Announcement ACD CTI Information ACD Group Service State Overflow Related Features Hardware 2 8 Time Out Rerouting Description If a call cannot be delivered to an a...

Page 14: ... an ACD call can be sent to the carrier when the call is queued or when the call is answered by an agent The answer supervision timing is configured in WMS as Send Answer when the call is queued The call is answered when the call is queued to the ACD Group Send Answer when the call is answered by an agent The call is answered when an agent answers the call not when the call is in queue Operation C...

Page 15: ...e second Number of calls count in Current Queue Average Queued Time 00 00 minute second and Longest Queued Time 00 00 minute second Supervisor can check all of data with Volume Up Down Key or Up Down in Navigation Key During checking the Group Call Traffic information Supervisor can clear all of Group Call Traffic with SPEED button If Supervisor uses 3 soft keyset Delete menu will be displayed at ...

Page 16: ... 7 8 9 0 cr lf Field s DESCRIPTION tilt Means start of ACD statistics and is always located at first column equal Delimiter between each meaningful data 1 ACD Group number 2 Total call counter 3 Unanswered call counter 4 All busy counter 5 Average ringing time ex 96 1 min 36 sec 6 Average call service time ex 25 0 min 25 sec 7 Total busy time ex 64 1 min 04 sec 8 Number of current queued calls 9 L...

Page 17: ... call counter 4 Average ringing time ex 96 1 min 36 sec 5 Average service time ex 96 1 min 36 sec lf Line Feed 0x0A cr Carriage Return 0x0D Conditions Related WMS Menu Data Management ACD CTI Information ACD Group Call Traffic ACD CTI Information ACD Agent Call Traffic ACD CTI Information ACD Group Attribute Traffic Data Print Usage ACD CTI Information ACD Group Attribute Traffic Data Print Interv...

Page 18: ...rminal Operation iPECS Multi button Phone To assign a Flex button for ACD Agent Log On Off operation using the Extension User program PGM FLEX Button Feature Type 2 Feature Code ACD Agent Log On Off SAVE To log on to an ACD group when Agent ID is configured 1 Press the Flex button for ACD Agent Log On Off 2 Enter Agent ID followed by or 3 The Agent Registration button LED turns on and Log On displ...

Page 19: ... the Multi button phone LCD If the Agent ID is already in use logged on USED BY XXXX displays indicating the Extension number using the ID as XXXX For a SIP phone or SLT the log on state does not display in the LCD Related WMS Menu Data Management ACD CTI Information ACD Group Attribute Agent ID Usage at Agent Log on ACD CTI Information ACD Agent Information Agent ID ACD CTI Information ACD Agent ...

Page 20: ...FLEX Button Feature Type 2 Feature Code ACD Agent Log On Off SAVE To log off an ACD group 1 Press the Flex button for ACD Agent Log On Off the ACD Agent Log On Off Flex button LED will extinguish and Log Off is displayed on LCD SIP phone or SLT To log off an ACD group 1 Dial the ACD Agent Log On Off feature code and or call button Conditions The feature code ACD Agent Log On Off must be registered...

Page 21: ...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 c...

Page 22: ...on To assign a Flex button for ACD Agent Release Call operation using an Extension User program PGM FLEX Button Feature Type 2 Feature Code ACD Agent Release Call SAVE To release a call with the Call Release button 1 Press the ACD Agent Release Call Flex button The active call is released Conditions A Work Mode button can be assigned and configure to terminate an active call when pressed Related W...

Page 23: ... conversation ringing or dialing After the configured Auto Switch time the Agent terminal returns to the Ready Mode and calls are delivered to the Agent in the normal fashion For Agents employing an iPECS Multi button phone a Flex button can be assigned to enable or disable Auto Work Mode For other terminals Auto Work mode is controlled in WMS only Operation Manually activated Work Mode iPECS Mult...

Page 24: ...Work Mode state does not display in the LCD ACD Agent Automatic Work after Call is available only for logged on Agents If the Automatic Work Mode timer is not defined in WMS the Work Mode must be disabled manually Related WMS Menu Data Management Numbering Plan Information Feature Code ACD Agent Work Mode Numbering Plan Information Feature Code ACD Agent Auto Work Mode After Call On Off ACD CTI In...

Page 25: ...d disable the Not Ready Mode 1 Press the ACD Agent Not Ready Mode Flex button the LED turns on and Not Ready Mode displays in the LCD to indicate Not Ready Mode is active SIP phone or SLT To enable or disable the Not Ready Mode 1 Dial the ACD Agent Not Ready Mode feature code and or call button If the Agent is in the Ready mode the Not Ready Mode activates Conditions ACD Agent Not Ready Mode is av...

Page 26: ... To assign a Flex button for ACD Agent Head Hand Set operation using the Extension User program PGM FLEX Button Feature Type 2 Feature Code ACD Agent Head Hand Set SAVE To use a Bluetooth Headset 1 After agent log on and pairing the Bluetooth headset to the Bluetooth module press the inactive ACD Agent Head Hand Set Flex button The Flex button LED illuminates and Headset Mode displays in the LCD 2...

Page 27: ... Tone Mode Hardware 3 8 Ring Tone Mode Description Using an iPECS Multi button phone with a Headset the incoming call audible signal can be configured to provide signaling to the headset The mode is automatically selected when the Agent Logs On or Off based on WMS configuration The Ring Tone mode can also be controlled by the user with an ACD Agent Headset Ring Mode Flex button which will toggle t...

Page 28: ...Information Feature Code ACD Agent Headset Ring Mode Change ACD CTI Information ACD Group Attribute Ring Tone Mode at Agent Log on Related Features Handset Headset Mode Log On Agent Log Off Hardware 3 9 Skill based Routing Description Each ACD Agent can be assigned a Skill level 1 255 When a call is received for the group the iPECS CM routes the call to the Agent with the highest Skill level that ...

Page 29: ...calls initiated by a Logged Off Agent can be restricted with following options through WMS Restrict only calls to outside through trunk Restrict all outgoing calls Operation Conditions If a call is attempted from an Agent location when the Agent is logged Off error tone is provided Related WMS Menu Data Management ACD CTI Information ACD Group Attribute Call Restriction at Agent Log off Related Fe...

Page 30: ...3 12 Agent No Answer Service Description When an active Agent logged on and ready does not answer an ACD call the configured No Answer Service is applied No Answer service allows the call to forward to another destination or route to the next Agent In addition the Agent can be placed in the Not Ready Mode or Log Off automatically so that calls are not routed to the Agent A Not Ready Flex button wi...

Page 31: ... On Not Ready Mode Hardware 3 13 Agent Individual Number DND Description The iPECS CM can be configured to restrict calls to an active Agent in the Not Ready Mode or Work Mode When configured non ACD calls to the Agent will receive DND treatment Call restriction is set for the Not Ready and Work Mode separately Operation Conditions Related WMS Menu Data Management ACD CTI Information ACD System Op...

Page 32: ...Call Indication Description Agents using an iPECS Multi button phone can determine the source of a received call Separate Flex buttons are used to indicate an ACD and non ACD call When an ACD call is received the ACD Call indicator button illuminates otherwise the non ACD call Indicator button illuminates Operation To assign a Flex button for ACD Call Indicator operation using the Extension User p...

Page 33: ...pe 2 Feature Code ACD Agent Help Request ACD Group Representative Number SAVE Supervisor Assistant Supervisor To assign a Flex button for ACD Agent Help Request operation using the Extension User program PGM FLEX Button Feature Type 2 Feature Code ACD Agent Help Request SAVE 1 An agent presses the ACD Agent Help Request button on conversation state during ACD Log On state 2 ACD Agent Help Request ...

Page 34: ...ing on idle state At that time the assistant supervisor can do silent monitoring by pressing the ACD Agent Help Request button When all assistant supervisors and supervisor are silent monitoring or requested help from other agent an agent who request help service will hear the error tone When an agent presses the help button during help requesting state the help request will be cancelled The super...

Page 35: ...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 ...

Page 36: ...grammed ACD Supervisor Group Night Mode button 2 Enter Password if the Password option is enabled If activating Night service ACD Night displays in the LCD and the Flex button illuminates in red If deactivating Night service the LCD shows ACD Day and the Flex button LED turns Off Conditions Related WMS Menu Data Management ACD CTI Information ACD Group Attribute Service State ACD CTI Information A...

Page 37: ...ss the programmed ACD Supervisor Group Holiday Mode Flex button 2 Enter Password if the Password option is enabled If activating Holiday mode ACD Holiday is shown in the LCD and the Flex button LED illuminates in red If deactivating Holiday mode the LCD shows ACD Day and the Flex button LED turns Off Conditions Related WMS Menu Data Management ACD CTI Information ACD Group Attribute Service State ...

Page 38: ... button 2 Enter Password if the Password option is enabled The LCD displays the count as Overflow Q count 0 500 500 3 Enter the desired number of waiting calls 0 500 If less than three digits are entered press the dial pad button as an end of entry button For example to enter a call count of 7 enter 7 or 007 To Display Waiting Call Count To assign a Flex button for ACD Supervisor Display Q Wait Co...

Page 39: ... the ready state When the monitored Agent places or receives a new call audio is again delivered to the monitoring user The monitored Agent has no indication of the silent monitoring Operation iPECS Multi button phone To assign a Flex button for ACD Supervisor Silent Monitor operation using the Extension User program PGM FLEX Button Feature Type 2 Feature Code ACD Supervisor Silent Monitor SAVE To...

Page 40: ...e monitoring Extension need not be logged on to an ACD group All conversations from the monitored Agent are monitored regardless of the DN used for the call because this feature works based on M DN In some regions monitoring a call without notification may be illegal Related WMS Menu Data Management Numbering Plan information Feature Code ACD Supervisor Silent Monitor Related Features Hardware The...

Page 41: ...roup If no Agent is available the next service step executes If successfully routed the next step in the Call Vector service is ignored The Key number is assigned in Type Information field for the vector Forward to ACD Group The call routes to the specified ACD group If no Agent is available the next service step executes If successfully routed the next step in the Call Vector is ignored The ACD g...

Page 42: ...field for the vector Forward to specific number The call routes to the specified destination If the destination is not available the call disconnects If the call routes successfully the next service step is ignored The Forward to destination is assigned in Type Information field for the vector Release The call is released immediately The Type Information for the vector is not required Relevant cap...

Page 43: ...o 30 Call Vectors indices can be entered For the Holiday Table up to 20 Call Vector indices can be entered In addition to the vectors assigned in the Weekday and Holiday tables a default vector is defined which is used in case a scheduled vector is not assigned or is not valid Operation Conditions The time of day is defined using a 24 hour clock where 00 midnight is the start time If a Weekday or ...

Page 44: ...res CTI Protocol Hardware CTI server 6 2 Global Call ID Description When VoIP Voice over IP trunks are used to network independent ACD groups the Call ID in the VoIP call set up message is sent to all groups In order to provide a unique ID for each group a Global ID up to 14 IDs can be configured for each CTI system that controls call routing for a group routing When Global IDs are used the VoIP C...

Page 45: ...e PRI Call Set up message For incoming calls iPECS CM forwards the UUI to the CTI server in the CTI event message For outgoing calls the user information received from the CTI server in the CTI command is sent in the UUI element of the PRI call Set up message Operation Operation is automatic based on settings Conditions The maximum length of the UUI data field is 128 Byte Related WMS Menu Data Man...

Page 46: ...ACD CTI Information CSTA Phase II CTI System Configuration CTI Routing to Work Mode Agent Related Features Hardware 6 5 DNIS Dialed Number Identification Service Description DNIS is a carrier service that provides the number dialed by the external party When DNIS use is enabled for ACD operation the dialed number received by iPECS CM is associated with the CTI event in the message sent to the CTI ...

Page 47: ...hase II CTI System Configuration RBT Usage on Trunk O G Divert Conditions Related Features Hardware 6 7 CSTA Link Check Description The iPECS CM can be configured to check the status of the link to the CTI server periodically iPECS CM sends a CTI System Status message at periods from 5 to 240 seconds as configured in WMS If no response is received iPECS CM will retry the link check If no response ...

Page 48: ...ditions Related WMS Menu Data Management ACD CTI Information ACD Group Attribute Rerouting Usage on Divert Failure ACD CTI Information ACD Group Attribute Rerouting Destination on Divert Failure Related Features Hardware 6 9 Emergency Rerouting ACD UCD Description When a CTI Link fails calls to the corresponding ACD group can be configured to route to another ACD group Emergency rerouting can be p...

Page 49: ...tion on CTI Link Failure Related Features Hardware 6 10 CTI Routing Point Description When a CTI server is employed with ACD groups iPECS CM provides the call queue and announcements while the CTI server must provide the route destination to the iPECS CM in a CTI routing command CTI Divert command Operation Conditions Related WMS Menu Data Management ACD CTI Information ACD Group Attribute CTI Cal...

Page 50: ...TI server CTI monitor status is changed to Monitor off and CTI events are not issued to CTI server Related WMS Menu Data Management ACD CTI Information ACD Subscriber Attribute CTI Monitor Status ACD CTI Information ACD Group Attribute CTI Monitor Status Related Features Hardware 6 12 CTI Link Display Description The status of the link to a CTI server can be viewed in WMS Connect is displayed when...

Page 51: ... Active When more than two CTI servers provide CTI service to the same ACD group and subscriber hot swap is possible through simultaneous access to iPECS CM Warm Swap Active Standby Simultaneous access to the iPECS CM is restricted to a CTI server When the connection to the active CTI server is released the standby CTI can be connected Operation Conditions Related WMS Menu Data Management ACD CTI ...

Page 52: ...PECS CM and a CTI server employs a 10 100 BaseT connection over TCP IP port 2555 Each session is controlled in accordance with ISO Remote Operations Association Control Service Element Version 1 ref ISO 8649 8650 The TCP buffer can accommodate a maximum packet length of 4096 bytes Encoding of a device type is displayed in the chart below DEVICE ENCODING Pilot Group ACD UCD Number Digits Internal A...

Page 53: ... Phase II parameters PARAMETER MAXIMUM LENGTH BYTES VALUE Call ID part of ConnectionID 4 0x00000001 0xEFFFFFFF MonitorCrossRefID 2 0x0001 0x9999 Hex ApplicationCorrelator 128 PublicTON 16 NumberDigits 16 DeviceNumber 4 AgentID 6 ROSE InvokeID 4 0x000001 0xffffffff Number In Queue 2 Operation Conditions Related WMS Menu Related Features Hardware ...

Page 54: ...ansfer Call 16 Conference Event 17 Connection Cleared Event 18 Delivered Event 19 Diverted Event 20 Established Event 21 Failed Event 22 Held Event 23 Network Reached Event 24 Originated Event 25 Queued Event 26 Retrieved Event 27 Service Initiated Event 28 Transferred Event 29 Agent Logged On Event 30 Agent Logged Off Event 31 Agent Ready Event 32 Agent Holiday Event 33 Agent Working After Call E...

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