iPECS UCP - 2.7.6 Calls-In-Queue routing

iPECS UCP
Feature Description and Operation Manual Issue 1.3
28
2. Dial the ACD group number.
Or,
1. Press the{ACD ON/OFF-DUTY} button.
2. Dial the ACD group number unless assigned in the button.
SLT
1. Lift the handset.
To return to the On-duty status
2. Dial “571”, the Agent On/Off Duty Code.
3. Dial the ACD group number.
Conditions
1. The system will output an Agent Available message with a Reason code when an
Agent changes availability status.
2. At the Supervisor's phone, the LED of a Flex button assigned for an agent’s
Station will flash at the DND rate. The supervisor may call the Station.
Programming
SYSTEM ID
&NUMBERING PLANS
Flexible Numbering Plan ACD Agent On/Off Duty
STATION DATA
Common Attributes

Auto ACD DND
STATION GROUP
DATA
Station Group Assignment ACD Group Type
Station Group Attributes

No Answer Timer
Related Features
 Agent On/Off Duty w/Reason Code
Hardware
2.7.6 Calls-In-Queue routing
Description
When a caller is queued to an ACD Group, various announcements may be played and
music on hold may be sent to the caller. The caller may dial a digit at any time while queued
to exit the queue, except during a Guaranteed Announcement. The dialed digit is compared
to digits defined in the ACD Group CIQ Route Table. If a match is found, the call is routed to
the defined destination (Station, Station Group, etc.). If a match is not found, external callers
receive an error message and are placed back in queue; internal callers are simply placed
back in queue.