iPECS UCP
Feature Description and Operation Manual Issue 1.3
29
Operation
Conditions
Operation of this feature is automatic based on caller input.
1. ACD CIQ routing is not supported during or within 5 seconds of a Guaranteed
Announcement. Digits dialed during a Guaranteed Announcement use Caller
Controlled ICLID routing to determine routing as discussed in Section 2.7.1.
2. Dialing during ring back tone is not recognized by the system.
Programming
STATION GROUP
Related Features
Station Groups
Announcements
ACD Caller Controlled ICLID Routing
Hardware
2.7.7 Calls-In-Queue Page Alert
Description
The administrator can establish CIQ (Calls-In-Queue) thresholds for each ACD Group so that
an assigned System announcement plays over a defined Page zone, if the number of calls in
queue equals or exceeds a CIQ threshold. The message, which is recorded by an Attendant,
plays immediately or after a defined delay. The message repeats at assigned intervals until
the number of Calls in Queue falls below the threshold. The system allows different treatment
and announcements for up to three different Calls-In-Queue thresholds.
Operation
System
1. Checks CIQ thresholds.
When the number of Calls-In-Queue changes, up or down the iPECS
2. Determines if a threshold is reached.
3. Queues announcement for threshold (sets Delay timer).
4. Plays CIQ announcement.
5. Repeats announcement as defined.
To Next Page
Loading...
