iPECS iPECS-LIK - System; Account Code

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iPECS-LIK

Feature Description & Operation Manual Issue 6.0d1

Table of Contents

1. INTRODUCTION ...................................................................... 1

1.1 MANUAL APPLICATION ............................................................. 1

1.1.1 Organization ....................................................................................... 1

1.1.2 Feature Information............................................................................ 1

1.2 SYSTEM CAPACITIES ................................................................ 2

2. SYSTEM ................................................................................... 4

2.1 ACCOUNT CODE ........................................................................ 4

2.2 ALARM SIGNAL/DOOR BELL .................................................... 6

2.3 AUTHORIZATION CODES (PASSWORD) .................................. 8

2.4 AUTO CALL RELEASE ............................................................. 11

2.5 AUTOMATIC CALL DISTRIBUTION (ACD) .............................. 12

2.5.1 Agents .............................................................................................. 12

2.5.1.1 Agent Auto Connect/Zap Tone .................................................... 12

2.5.1.2 Agent Id Login/Logout ................................................................. 12

2.5.1.3 Agent Help Request .................................................................... 14

2.5.1.4 Agent Queued Calls Display ....................................................... 15

2.5.1.5 Agent Automatic Wrap-Up .......................................................... 16

2.5.1.6 Agent On/Off Duty w/Reason Code ............................................ 17

2.5.2 Announcements ............................................................................... 19

2.5.3 Auto ACD DND Unavailable Service ............................................... 21

2.5.4 Calls-In-Queue routing ..................................................................... 22

2.5.5 Calls-In-Queue Page Alert ............................................................... 23

2.5.6 Event Messages .............................................................................. 24

2.5.7 Group Mail Box ................................................................................ 25

2.5.8 Group Name .................................................................................... 26

2.5.9 Incoming Call Routing ...................................................................... 27

2.5.10 ACD Caller Controlled ICLID Routing ............................................ 28

2.5.11 Supervisors .................................................................................... 28

2.5.11.1 Supervisor Login/Logout ........................................................... 29

2.5.11.2 Supervisor Help Response ....................................................... 30

2.5.11.3 Agent Call Monitor ..................................................................... 31

2.5.11.4 Group Status Display ................................................................ 32

2.5.11.5 Group Parameter Control .......................................................... 33

2.5.11.6 Agent Status Control ................................................................. 34

2.5.12 ACD Statistics Report .................................................................... 35

2.6 AUTOMATIC PAUSE INSERTION ............................................ 37

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