iPECS UCP
Feature Description and Operation Manual Issue 1.3
14
2.7 Automatic Call Distribution (ACD)
Description
iPECS ACD incorporates flexible incoming call routing, real-time agent monitoring and
supervision, and call record statistics as well as ACD Event messages for management
reporting.
Calls route to an ACD group directly or otherwise including via call transfer, CCR and ICLID
routing. The caller may receive announcements then route to an available agent. When no
agent is available, calls queue to the group awaiting a free agent. Should the call Overflow
based on number of queued calls or queued duration, the call can be routed to an alternate
destination.
2.7.1 ACD Caller Controlled ICLID Routing
Description
With Caller Controlled ICLID enabled for the ACD Group, at any time during or within 5
seconds after a Guaranteed Announcement, the system will monitor for digits dialed by the
caller. Received digits are compared to the ICLID Table entries. If a match is found, the call
routes to the destination defined in the ICLID Ring Assignment Table. Available destinations
are a System announcement, system speed dial, a station or a station group. If a match is not
found, the call remains in the queue for normal ACD group routing.
Operation
System
Conditions
ICLID Routing of ACD group calls is automatic based on the ACD group assignments.
1. The conditions of System Announcements and ICLID Call Routing apply.
2. Only the caller-entered digits are employed for ACD Caller Controlled ICLID
Routing, the Caller Id received from the network for the incoming call is not used
for this feature.
3. The ICLID Table routing is only followed if the 1st ACD announcement is
Guaranteed, ICLID Usage is enabled and the digits are entered during the 1st
Announcement.
4. The caller may correct an entry by dialing ā*ā to erase all digits entered then dial the
correct entry.
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