iPECS UCP
Feature Description and Operation Manual Issue 1.3
34
Operation
System
Conditions
Routing of ACD group calls is automatic based on the ACD group assignments.
1. The Alternate ACD Destination can be a group or a station but cannot be a
member of the ACD group.
2. The Overflow destination may be any station or group as well as the ACD group
Voice Mailbox, but cannot be a member of the overflowing ACD group.
3. If an agent becomes available during an announcement, except a guaranteed
announcement, the call is passed immediately to the agent.
Programming
STATION GROUP
DATA
Station Group Assignment ACD Group Type
Station Group Attributes Overflow Destination, Overflow
Timer, Music Source, Alternate Destination, Report No
Related Features
Automatic Call Distribution
Hardware
2.7.12 Supervisors
2.7.12.1 Agent Call Monitor
Description
Agent Call Monitor permits an active Supervisor to monitor an Agent’s call in progress for
training purposes or to assist the Agent. When used, the Supervisor is connected to the call
with the microphone muted, the [MUTE] button LED is ON. If ACD Warning Tone is enabled,
a Warning Tone is provided to the Agent’s call indicating the Supervisor has entered the call.
The Supervisor hears the Agent and connected party and may join the conversation by
pressing the[MUTE] button to activate the microphone.
The Supervisor station must be assigned an {AGENT MONITOR} button to activate the
Agent Call Monitor feature.
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