iPECS UCP - Page 226

iPECS UCP
Feature Description and Operation Manual Issue 1.3
214
Calls can be sent to an ACD group by dialing the Station Group Number or assigning outside
Lines to ring directly to the Station Group. Calls are directed to the station in the group that
has been idle for the longest continuous time, Uniform Call Distribution. If all stations are busy
or unavailable when the call is received, the call may be routed to an alternate location or
may continue to wait (queue) for an available station in the group. After queuing to the group,
the caller may be routed to an overflow destination, which can be a Station, Station Group or
Voice Mailbox.
ACD Station Group
An ACD supervisor can be assigned to monitor the group and act to oversee operations of
the group. The ACD Supervisor can print group statistics and activate alternate routing as
well as assist agents.
A call to any station in the Group will cause all stations in the group to ring and any station in
the group may answer the call. If the call remains unanswered beyond the Overflow timer, the
call is sent to the Overflow destination, which can be a Station, Station Group or Voice
Mailbox.
Ring Station Group
A Ring Group station can receive indication of Ring Group call while busy on another call in
the form of Muted Ring. The call can be answered and Automatic Hold is supported.
Multiple calls can be received by a Station Ring Group and can be serviced in any order.
This group is assigned to support an external Auto Attendant Voice Mail system that employs
SLT ports or SIP extensions to interface to the iPECS. An External AA/VM group is assigned
for either circular or terminal hunt. The External AA/VM that employs SLT ports may employ
either in-band signaling over the audio channel or SMDI protocol with a signaling connection
to the system RS-232 port.
External AA/VM Station Group
A station can be assigned to a Call Pick-Up group and then may pick-up (answer) calls to
other stations in the group employing the system’s Group Call Pick-Up feature.
Pick-Up Station Group
Incoming calls can be directed to one of 200 user-recorded System announcements, which
may request further routing instructions from the user in the form of caller dialed digits. These
digits are employed to route the caller as defined in the system CCR (Caller Controlled
Routing) Tables.
Integrated AA/VM Group
The integrated AA/VM Group Voice Mail application receives calls forwarded or recalling from
a station. Such calls will receive the user’s pre-recorded greeting and may leave voice