LG-Ericsson iPECS-CM - ACD System Features; ACD Capacities; Automatic Call Distribution

iPECS-CM
ACD & CTI Feature Description and Operation Issue 3.5
4
2. ACD System Features
2.1 ACD Capacities
The chart below summarizes the iPECS-CM ACD capacities.
ITEM
QUANTITY
Max. ACD Group
800
Max. ACD Agent
6000
Max. ACD Agent/ACD Group
1000
Max. Waiting Call/ACD Group
500
Max. Waiting Step/ACD Group
5
Supervisor/ACD Group
1
Assistant supervisor/ACD Group
30
Agent Skill Level
255
ACD Agent Terminal Type
Digital, Analog, IP, SIP Phones
ACD Key Number/ACD Group
20
2.2 Automatic Call Distribution
Description
Incoming calls to the ACD group ‘Key Number’ are distributed to ACD agents based on
configuration of the ACD Group, which is accomplished through WMS.
Operation
ACD Group key number
called
Agent(s)
Available?
Differing
Skill levels?
Yes
Yes
Yes
Queue Call,
Play announcement
Route to longest
idle agent
Route to Agent with
highest skill level
No
No