iPECS eMG80 - Calls-In-Queue Routing

iPECS eMG80 & eMG800 & UCP
Feature Description and Operation Manual Issue 1.6
30
STATION DATA
Common Attributes

Auto ACD DND
STATION GROUP
DATA
Station Group Assignment ACD Group Type
Station Group Attributes

No Answer Timer
Related Features
 Agent On/Off Duty with Reason Code
Hardware
2.7.6 Calls-In-Queue routing
Description
When a caller is queued to an ACD Group, various announcements may be played and music on
hold may be sent to the caller. The caller may dial a digit at any time while queued to exit the
queue, except during a Guaranteed Announcement. The dialed digit is compared to digits defined
in the ACD Group CIQ Route Table. If a match is found, the call is routed to the defined
destination (Station, Station Group, etc.). If a match is not found, external callers receive an error
message and are placed back in queue; internal callers are simply placed back in queue.
Operation
Conditions
Operation of this feature is automatic based on caller input.
1. ACD CIQ routing is not supported during or within 5 seconds of a Guaranteed
Announcement. Digits dialed during a Guaranteed Announcement use Caller
Controlled ICLID routing to determine routing as discussed in Section 2.7.1.
2. Dialing during ring back tone is not recognized by the system.
Programming
Keyset Admin.
STATION GROUPS
ACD Group (PGM 191)
ACD CIQ Route Table (PGM 191-Button 23)
STATION GROUP
DATA
Web Admin.
Station Group Assignment ACD Group Type
Station Group Attributes

CIQ Route Table
Related Features
 Station Groups