IPECS Release 5
Feature Description & Operation 5.0
2-17
2.5.3 Auto ACD DND Unavailable Service
Description
An Agent who does not answer a call offered from an ACD group during the ACD No-Answer timer is
placed in a ‘No response’ unavailable status, called ACD DND. In this state, the Agent will not
receive ACD calls from the group. The status is maintained until the agent manually returns to
available status or, if the Auto ACD DND Reason code is set to ‘0’, after the ACD DND Wrap timer
the Agent returns to available status.
The Agent On/Off Duty code toggles the Agent duty status On and Off. The station may be assigned
an {ACD
ON/OFF-DUTY (GROUP)} button to set the active Agent duty status. The {ACD ON/OFF-DUTY
(GROUP)} button LED will flash to indicate an unavailable status.
Operation
Agent iPECS Phone
To assign a {ACD
ON/OFF-DUTY (GROUP)} button;
[
PGM] + {FLEX} + ‘571’ Agent On/Off Duty code + (optional ACD group number) + [SAVE]
To return to available status;
1. Dial ‘571’, Agent On/Off Duty Code
2. Dial ACD group number
Or,
1. Press {ACD
ON/OFF-DUTY (GROUP)}
SLT
To return to available status;
1. Lift handset or press [speaker],
2. Dial ‘571’, Agent On/Off Duty Code
3. Dial ACD group number,
Conditions
1. The system will output an Agent Available message with a Reason code when an Agent
changes availability status.
2. While Unavailable, the supervisor's flex button LED assigned for the station number of the
agent will flash at the DND rate and the supervisor may call the station.
Programming
NUMBERING PLAN 1. Agent On/Off Duty Code (PGM107-Btn 2)
S
TATION 1. Auto ACD DND Reason code (PGM 113-Btn 15)
S
TATION GROUPS 1. ACD Group (PGM 191)
2. ACD No Answer Timer (PGM 191-Btn 24-22)
Related Features
Agent On/Off Duty w/Reason Code
Hardware
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