iPECS-CM
ACD & CTI Feature Description and Operation Issue 3.5
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3.11 Inter-Agent Call Restriction
Description
The ACD group can be configured to restrict calls between Agents in the group. Direct and
transferred calls from an Agent to another active Agent are restricted separately.
Operation
Conditions
Inter-Agent call restriction is enabled only when the called Agent is logged on.
Related WMS Menu
Data Management > ACD/CTI Information > ACD Group Attribute > “Call Restriction
between Agents”
Related Features
Log On
Hardware
3.12 Agent No Answer Service
Description
When an active Agent (logged on and ready) does not answer an ACD call, the configured ‘No
Answer Service’ is applied. No Answer service allows the call to forward to another destination or
route to the next Agent. In addition, the Agent can be placed in the ‘Not Ready Mode’ or ‘Log Off’
automatically so that calls are not routed to the Agent. A ‘Not Ready’ Flex button will illuminate
Red to indicate the not ready status.
When placed in the Not Ready mode in this way, the Agent must manually change to the ‘Ready
Mode’.
Operation
Conditions
If Automatic Work Mode is enabled and the Agent does not answer a call, the No Answer
Service is activated and Automatic Work Mode service is not activated.
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