iPECS-LIK
Feature Description & Operation Manual
Issue 6.1
12
2.5 AUTOMATIC CALL DISTRIBUTION (ACD)
Description
iPECS ACD incorporates flexible incoming call routing, real-time agent monitoring and supervision,
and call record statistics as well as ACD Event messages for management reporting. Calls route to
an ACD group directly or otherwise including via call transfer, CCR and ICLID routing.
2.5.1 Agents
2.5.1.1 Agent Auto Connect/Zap Tone
Description
Agents using a headset can have calls from enabled ACD groups connected to them automatically.
This feature removes the requirement for the agent to answer ACD calls manually. The Agent
receives a short tone (Zap Tone), if assigned, and is then connected to the ACD caller.
Operation
System
When Zap tone is enabled, operation of this feature is automatic.
Conditions
1. The station must be in the headset mode for this feature to operate.
Programming
STATION GROUPS
1 ACD Group (PGM 191)
2 Zap Tone (PGM 191-Btn 24-1)
Related Features
Station Groups
Hardware
iPECS Phone
2.5.1.2 Agent Id Login/Logout
Description
Stations or 4-digit Agent Ids are assigned as members of an ACD group. A station or Agent ID
can be assigned to a maximum of two (2) ACD groups. Each Agent has a unique 4-digit Agent
Id used to login and logout of active ACD group participation. Agents can login from any station
in the system but only at one station. When an Agent logs in, any active login for the Agent is
Содержание iPECS-100
Страница 32: ...iPECS LIK Feature Description Operation Manual Issue 6 1 18 2 Dial ACD group number...
Страница 43: ...iPECS LIK Feature Description Operation Manual Issue 6 1 29 Hardware iPECS Phone...
Страница 113: ...iPECS LIK Feature Description Operation Manual Issue 6 1 93 Related Features Hardware iPECS Phone...
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Страница 183: ...iPECS LIK Feature Description Operation Manual Issue 6 1 158 Hardware...
Страница 197: ...iPECS LIK Feature Description Operation Manual Issue 6 1 171 Admin Program Manual...
Страница 223: ...iPECS LIK Feature Description Operation Manual Issue 6 1 196 fields in the report...
Страница 234: ...iPECS LIK Feature Description Operation Manual Issue 6 1 205 apply...
Страница 244: ...iPECS LIK Feature Description Operation Manual Issue 6 1 214 Listed message x the number of all message waiting...
Страница 254: ...iPECS LIK Feature Description Operation Manual Issue 6 1 222 Step 2 1 Mail Box...
Страница 257: ...iPECS LIK Feature Description Operation Manual Issue 6 1 225 Hardware...
Страница 259: ...iPECS LIK Feature Description Operation Manual Issue 6 1 227 To mark urgent and private press 4...
Страница 275: ...iPECS LIK Feature Description Operation Manual Issue 6 1 240 Hardware...
Страница 285: ...iPECS LIK Feature Description Operation Manual Issue 6 1 249 press PGM button will not activate a linked station...
Страница 333: ...iPECS LIK Feature Description Operation Manual Issue 6 1 296 1 PGM FLEX PGM 82 SAVE...
Страница 341: ...iPECS LIK Feature Description Operation Manual Issue 6 1 303 Signal Voice port 2 Signal Voice port 4...
Страница 366: ...iPECS LIK Feature Description Operation Manual Issue 6 1 327 Hardware iPECS Phone...
Страница 426: ...iPECS LIK Feature Description Operation Manual Issue 6 1 385 4 CODEC...
Страница 429: ...iPECS LIK Feature Description Operation Manual Issue 6 1 388 6 Shorter timer will take more traffic on network...
Страница 431: ...iPECS LIK Feature Description Operation Manual Issue 6 1 390 DTMF RELAY...
Страница 462: ...iPECS LIK Feature Description Operation Manual Issue 6 1 417 RTP Diversion Method is automatically set to Non Recursing...