LG IPECS - Announcements

IPECS Release 5
Feature Description & Operation 5.0
2-15
3. While Off-duty, the supervisor's flex button LED assigned for the Agent’s station flashes at the
DND rate. The supervisor may call the station overriding the Off-duty status.
4. The
{ACD ON/OFF-DUTY (GROUP)(0)} button overwrites other {ACD DUTY (GROUP)} buttons, only
one {ACD
ON/OFF-DUTY (GROUP) button can be assigned at a station.
5. The default value of the ACD DND Wrap-Up Timer is 10 seconds.
Programming
NUMBERING PLAN 1. Agent On/Off Duty code (PGM 107-Btn 2)
2. Agent ON/OFF duty in all hunt group (PGM 109-Btn 17)
S
TATION 1. Auto ACD DND Reason code (PGM 113-Btn 15)
S
TATION GROUPS 1. ACD Group (PGM 191)
2. ACD DND Wrap-up Timer (PGM 191-Btn 20)
Related Features
Agent Automatic Wrap-Up
Auto ACD DND Unavailable Service
Event Messages
Hardware
2.5.2 Announcements
Description
Each ACD group can provide announcements to incoming callers. Primary and secondary
announcements are available with control timers. The first announcement is played after 1
st
control
timer. The 2
nd
control timer determines the period between the first and second announcement. The
second announcement can be replayed at defined intervals. If desired, the primary message can be
defined to play in full to all callers as a ‘guaranteed announcement’ or only for calls that queue.
When enabled, a CIQ (Calls in Queue) announcement is played to callers that are queued to the
ACD group. The CIQ announcement (“Your Call is number xx in Queue”) is played to queued callers
after the 1
st
announcement is played and again after each time the 2
nd
announcement is played.
Internal callers with an iPECS Display Phone also receive the “You are xx in queue” display
message.
Operation
System
ACD group announcements are played automatically based on the ACD group assignments.
System Attendant
To record a VMIM/VSF Announcement for an ACD Group;
1. Press the [
PGM] button.
2. Dial ‘06’, the VMIM/VSF Record code.