iPECS-CM
ACD & CTI Feature Description and Operation Issue 3.5
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> ACD/CTI Information > CSTA Phase II CTI System Configuration >
“CTI Link Check Count”
Related Features
Hardware
6.8 CTI Routing Fail Rerouting
Description
When the CTI server sends a CTI Divert command and the call cannot be successfully routed,
the ACD group can be configured to reroute the call to a Divert Failure destination in WMS.
Operation
Conditions
Related WMS Menu
Data Management > ACD/CTI Information > ACD Group Attribute> “Rerouting Usage on
Divert Failure”
> ACD/CTI Information > ACD Group Attribute> “Rerouting Destination
on Divert Failure”
Related Features
Hardware
6.9 Emergency Rerouting (ACD/UCD)
Description
When a CTI Link fails, calls to the corresponding ACD group can be configured to route to
another ACD group. Emergency rerouting can be performed automatically or manually.
Automatic emergency rerouting employs the CSTA Link Check feature, which may create a delay
in rerouting due to the detection time and count configured for the CTI Link Check.
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