iPECS UCP - Table of Contents

iPECS UCP
Feature Description and Operation Manual Issue 1.3
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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
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 w/Reason Code ................................................ 22
2.7.3.6
Agent Queued Calls Display .......................................................... 24
2.7.4 Announcements ................................................................................ 26
2.7.5 Auto ACD DND Unavailable Service .................................................. 27
2.7.6 Calls-In-Queue routing ....................................................................... 28
2.7.7 Calls-In-Queue Page Alert ................................................................. 29
2.7.8 Event Messages ................................................................................ 31
2.7.9 Group Mail Box .................................................................................. 31
2.7.10 Group Name ...................................................................................... 33
2.7.11 Incoming Call Routing ........................................................................ 33
2.7.12 Supervisors ....................................................................................... 34
2.7.12.1 Agent Call Monitor ......................................................................... 34
2.7.12.2
Agent Status Control ...................................................................... 35
2.7.12.3
Group Status Display ..................................................................... 37