iPECS-CM
ACD & CTI Feature Description and Operation
Issue 3.5
14
3.
ACD Agents
3.1
Log On
Description
An ACD group can be configured to require the Agent to Log On to the group to provide service.
Once an Agent logs on, the system will deliver calls to the Agent. The state of the Agent at Log
On is determined by WMS configuration. The Agent state at Log On is configured as Work, Not
Ready or Ready Mode.
When the Agent ID is required for Log On, the user must enter the assigned ID (up to 8 digits).
After the ID is entered, the system compares the entry to configured IDs and, if matched, the
Agent is logged in to the ACD group in the configured mode.
When an Agent logs on an Agent ID which was configured Agent Name, Agent Name will be
displayed on Agent terminal instead of DN name. When the Agent logs off, DN name will be
displayed on Agent terminal.
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” displays in LCD.
To log on to an ACD group when Agent ID is not configured:
1.
Dial the {ACD Agent Log On/Off} feature code and # or “call” button.
To display Agent Name during Agent Log On state:
1.
Register Agent Name.
- On Agent Log On state,
[PGM]
+ ‘1’ + ‘2’ + Enter Agent Name
Or, Register the Agent Name at ACD Agent Information> Agent Name in WMS
2. Logs on following above procedure.
3. Agent Name is displayed on Agent terminal.
4. Logs off following below procedure(3.2).
5. DN name is displayed on Agent terminal.
SIP Phone or SLT
To log on to an ACD group when Agent ID is configured:
1.
Dial the {ACD Agent Log On/Off} feature code
2.
Dial the Agent ID, and ‘#’ or “call” button.
