iPECS-LIK
Feature Description & Operation Manual Issue 6.0d1
27
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.
Operation
System
Routing of ACD group calls is automatic based on the ACD group assignments.
Conditions
1. The Alternate ACD Destination can be a station or a group but cannot be a member
of the ACD group.
2. The Overflow destination may be any station or group including the ACD group
VMIM/VSF Mailbox but cannot be a member of the overflowing ACD group.
3. If an agent becomes available during an announcement, except a guaranteed
announcement, the call is passed immediately to the agent.
Programming
1 ACD Group (PGM 191)
2 Overflow Destination (PGM191-Btn 7)
3 Overflow Time (PGM 191-Btn 8)
4 Music Source (PGM 191-Btn 11)
5 Alternate Destination (PGM 191-Btn 13)
6 Report No Members (PGM 191-Btn 10)
7 Agent Priority (PGM 191-Btn 19)
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