iPECS eMG800 - Table of Contents

iPECS eMG80 & eMG800 & UCP
Feature Description and Operation Manual Issue 1.6
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Table of Contents
1. Introduction .............................................................................. 1
1.1 Manual Application ....................................................................... 1
1.2
Manual Organization ..................................................................... 1
1.3
Feature Information ...................................................................... 1
1.4
Buttons & Term Variations .......................................................... 2
1.5
eMG80 Expansion ......................................................................... 2
2. System ...................................................................................... 3
2.1 8-Digit Station Numbering Plan ................................................... 3
2.2
Account Code ................................................................................ 4
2.3
Alarm Signal/Door Bell ................................................................. 6
2.4
Authorization Codes (Password) ................................................ 8
2.5
Auto Call Recording ................................................................... 11
2.6
Auto Call Release ........................................................................ 13
2.7
Automatic Call Distribution (ACD) ............................................ 14
2.7.1 ACD Caller Controlled ICLID Routing .................................................. 14
2.7.2 ACD Statistics Report .......................................................................... 15
2.7.3 Agents .................................................................................................. 17
2.7.3.1 Agent Auto Connect/Zap Tone ............................................................... 17
2.7.3.2
Agent Automatic Wrap-Up ...................................................................... 18
2.7.3.3
Agent Help Request ................................................................................ 19
2.7.3.4 Agent ID Login/Logout ............................................................................ 20
2.7.3.5
Agent On/Off Duty with Reason Code .................................................... 23
2.7.3.6
Agent Queued Calls Display ................................................................... 25
2.7.4 Announcements ................................................................................... 27
2.7.5 Auto ACD DND Unavailable Service ................................................... 29
2.7.6 Calls-In-Queue routing ......................................................................... 30
2.7.7 Calls-In-Queue Page Alert ................................................................... 31
2.7.8 Event Messages ................................................................................... 33
2.7.9 Group Mail Box ..................................................................................... 34
2.7.10 Group Name ......................................................................................... 35
2.7.11 Incoming Call Routing .......................................................................... 36
2.7.12 Supervisors .......................................................................................... 37
2.7.12.1 Agent Call Monitor ................................................................................... 37
2.7.12.2
Agent Status Control ............................................................................... 38