LG-Ericsson iPECS-CM - Skill Based Routing

iPECS-CM
ACD & CTI Feature Description and Operation Issue 3.5
24
To assign a Flex button for {ACD Agent Headset Ring Mode Change} operation using the
Extension User program:
 [PGM] + {FLEX} + Button Feature Type (2) + Feature Code {ACD Agent Headset Ring Mode
Change} + [SAVE]
To select the Ring/Tone Mode manually:
1. Press the {ACD Agent Headset Ring Mode} Flex button to toggle through the Ring/Tone
modes. The last mode selected is the active mode.
Conditions
Related WMS Menu
Data Management > Numbering Plan Information > Feature Code > “ACD Agent Headset
Ring Mode Change”
> ACD/CTI Information > ACD Group Attribute > “Ring/Tone Mode at
Agent Log on”
Related Features

Handset/Headset Mode

Log On

Agent Log Off
Hardware
3.9 Skill based Routing
Description
Each ACD Agent can be assigned a ‘Skill level’ (1 ~ 255). When a call is received for the group,
the iPECS-CM routes the call to the Agent with the highest Skill level that has been idle the
longest.
Operation
Conditions
 It is possible to designate a skill level for an ACD Agent when generating agent ID or
changing agent ID.
 The Agent must Log On after the change to apply a new Skill level. Otherwise, the
previously assigned Skill level is used for the Agent.