IPECS Release 5
Feature Description & Operation 5.0
2-7
Programming
STATION 1. Howling Tone to Stn (PGM 111-Btn 5)
S
YSTEM 1. CO Call Automatic Release Timer (PGM 180-Btn 12)
2. Intercom Call Automatic Release Timer (PGM 182-Btn 4)
Related Features
Howler Tone
Hardware
2.5 AUTOMATIC CALL DISTRIBUTION (ACD)
Description
iPECS ACD incorporates flexible incoming call routing, real-time agent monitoring and supervision,
and call record statistics as well as ACD Event messages for management reporting. Calls route to
an ACD group directly or otherwise including via call transfer, CCR and ICLID routing.
2.5.1 Agents
2.5.1.1 Agent Auto Connect/Zap Tone
Description
Agents using a headset can have calls from enabled ACD groups connected to them automatically.
This feature removes the requirement for the agent to answer ACD calls manually. The Agent
receives a short tone (Zap Tone), if assigned, and is then connected to the ACD caller.
Operation
System
When Zap tone is enabled, operation of this feature is automatic.
Conditions
1. The station must be in the headset mode for this feature to operate.
Programming
STATION GROUPS 1. ACD Group (PGM 191)
2. Zap Tone (PGM 191-Btn 24-1)
Related Features
Station Groups
Hardware
iPECS Phone
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