LG-Ericsson iPECS-CM - Agent Answer Announcement; Agent Acd Call Indication

iPECS-CM
ACD & CTI Feature Description and Operation Issue 3.5
28
3.14 Agent Answer Announcement
Description
An ACD group can be configured to play a pre-recorded announcement to the caller when an
Agent answers the call. After the announcement, the Agent is connected to the call.
Operation
Conditions
Related WMS Menu
Data Management > ACD/CTI Information > ACD Group Attribute > “Announcement on
Agent Answer to I/C Trunk”
> ACD/CTI Information > ACD Group Tone > “Agent Answer
Announcement”
Related Features
Hardware
3.15 Agent ACD Call Indication
Description
Agents using an iPECS Multi-button phone can determine the source of a received call.
Separate Flex buttons are used to indicate an ACD and non-ACD call. When an ACD call is
received, the ACD Call indicator button illuminates, otherwise the non-ACD call Indicator button
illuminates.
Operation
To assign a Flex button for {ACD Call Indicator} operation using the Extension User program:
 [PGM] + {FLEX} + Button Feature Type (2) + Feature Code {ACD Call Indicator} + [SAVE]
To assign a Flex button for {Non-ACD Call Indicator} operation using the Extension User
program:
 [PGM] + {FLEX} + Button Feature Type (2) + Feature Code {Non ACD Call Indicator} + [SAVE]
Conditions
 The Feature code for {ACD Call Indicator} must be configured in WMS.