Ericsson iPECS-100 - Group Name; Incoming Call Routing

iPECS-LIK
Feature Description & Operation Manual
Issue 6.1
30
2.5.8 Group Name
Description
Each hunt group is assigned a name of up to 12 characters. The name is employed as the
called party display for internal callers in the output of group statistics.
Operation
System
Operation of this feature is automatic when programmed.
Conditions
Programming
STATION GROUPS 1 Station Group Attributes (PGM 191)
2 Terminal/Circular Group Name (PGM 191-Btn 20)
3 ACD Group Name (PGM 191-Btn 22)
4 Ring Group Name (PGM 191-Btn 18)
5 VM Group Name (PGM 191-Btn 9)
6 UCS Group Name (PGM 191-Btn 16)
Related Features
 Station Groups
Hardware
2.5.9 Incoming Call Routing
Description
Incoming calls to an ACD group route directly to the station/agent that has been idle the longest
(Uniform Call Distribution) or an ACD group announcement recorded by an Attendant. If all
agents are busy, the call is queued to the group or routes to the Alternate Destination. The
queued caller receives ACD group announcements or audio from the defined music source.
Callers that remain in queue receive audio from the defined music source or ring-back tone and,
after the defined Overflow time, route to an Overflow destination.
Agents can be assigned a priority from“0” ~ “9”, “0” being the lowest priority and “9” the highest.
When priorities are assigned, calls are routed to the highest priority Agent that has been idle
the longest.
If there are no Agents active in the group when a call arrives, the call will receive the “No
Member” treatment. Intercom calls receive re-order and external callers are routed to an
Attendant.