iPECS-CM
ACD & CTI Feature Description and Operation Issue 3.5
5
Conditions
If no agent is available, the call is queued and the assigned announcement is heard (refer to
Section 2.3).
Related WMS Menu
Data Management > ACD/CTI Information > ACD Group > “Key Number”
> ACD/CTI Information > ACD Group > “Agent Phone Number”
Related Features
Queue Announcement
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Hardware
2.3 Queue Announcement
Description
If there is no agent available for an incoming call to an ACD group, the call is queued and an
announcement played based on the ACD Group Tone configuration.
Recorded announcements can be checked with feature codes from terminals including the ACD
supervisor, assistant supervisor and agent.
Operation
To assign a Flex button for {ACD Announcement Play} operation using the Extension User
program:
[PGM] + {FLEX} + Button Feature Type (2) + Feature Code {ACD Announcement Play} + [SAVE]
To check the recorded announcement from a terminal:
1. Dial the {ACD Announcement Play} Feature code.
2. Press the ACD Tone Index assigned for the ACD Group Tone.
Conditions
Separate queue announcements can be programmed for each ACD group.
Up to five (5) steps can be configured for each ACD queue. Each of the queue steps can
have separate announcements.
The maximum length of an announcement is 600 seconds.
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