iPECS-CM
ACD & CTI Feature Description and Operation Issue 3.5
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Table of Contents
1. ACD CTI INTRODUCTION .................................................................................................. 1
2. ACD SYSTEM FEATURES ................................................................................................. 4
2.1 ACD CAPACITIES..........................................................................................................4
2.2 AUTOMATIC CALL DISTRIBUTION.....................................................................................4
2.3 QUEUE ANNOUNCEMENT ............................................................................................... 5
2.4 QUEUED CALL DISPLAY .................................................................................................6
2.5 NIGHT SERVICE............................................................................................................. 7
2.6 HOLIDAY SERVICE.........................................................................................................8
2.7 OVERFLOW SERVICE..................................................................................................... 9
2.8 TIME OUT REROUTING...................................................................................................9
2.9 ACD TRUNK ANSWER (QUEUE ANSWER/AGENT ANSWER)............................................. 10
2.10 ACD GROUP/AGENT CALL TRAFFIC.............................................................................. 11
3. ACD AGENTS.................................................................................................................... 14
3.1 LOG ON...................................................................................................................... 14
3.2 AGENT LOG OFF ......................................................................................................... 16
3.3 ACD AUTOMATIC 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 SUPERVISOR........................................................................................................... 31
4.1 SUPERVISOR ACD GROUP CALL FORWARD .................................................................. 31
4.2 SUPERVISOR NIGHT SERVICE.......................................................................................32
4.3 SUPERVISOR HOLIDAY SERVICE ................................................................................... 33
4.4 SUPERVISOR OVERFLOW COUNT CONTROL .................................................................. 34
4.5 SUPERVISOR SILENT MONITOR..................................................................................... 35
5. CALL VECTOR.................................................................................................................. 37
5.1 CALL VECTOR SERVICE OVERVIEW............................................................................... 37
5.2 ACD PILOT CALL VECTOR SCHEDULE ..........................................................................39
