LG-Ericsson iPECS-CM - Work Mode Routing Restriction; DNIS (Dialed Number Identification Service)

iPECS-CM
ACD & CTI Feature Description and Operation Issue 3.5
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6.4 Work Mode Routing Restriction
Description
When a CTI server requests the system to route a call to an Agent in Work Mode, the iPECS-CM
can be configured to restrict such routing and return a routing error message to the CTI server.
Operation
Conditions
Related WMS Menu
Data Management > ACD/CTI Information > CSTA Phase II CTI System Configuration >
“CTI Routing to Work Mode Agent”
Related Features
Hardware
6.5 DNIS (Dialed Number Identification Service)
Description
DNIS is a carrier service that provides the number dialed by the external party. When DNIS use
is enabled for ACD operation, the dialed number received by iPECS-CM is associated with the
CTI event in the message sent to the CTI server.
Operation
Conditions
Related WMS Menu
Data Management > ACD/CTI Information > CSTA Phase II CTI System Configuration >
DNIS Use
Related Features
Hardware