IPECS Release 5
Feature Description & Operation 5.0
2-18
2.5.4 Calls-In-Queue routing
Description
When a caller is queued to an ACD Group, various announcements may be played and music on
hold may be sent to the caller. The caller may dial a digit at any time while queued to exit the queue,
except during a Guaranteed Announcement. The dialed digit is compared to digits defined in the
ACD Group CIQ Route Table. If a match is found, the call is routed to the defined destination
(Station, Station Group, etc.). If a match is not found, external callers receive an error message and
are placed back in queue; internal callers are simply placed back in queue.
Operation
Operation of this feature is automatic based on caller input
Conditions
1. ACD CIQ routing is not supported during or within 5 seconds of a Guaranteed Announcement.
Digits dialed during a Guaranteed Announcement use Caller Controlled ICLID routing.
2. The call must be in queue for the ACD group, dialing during ring back tone is not recognized by
the iPECS.
Programming
STATION GROUPS 1. ACD Group (PGM 191)
2. ACD CIQ Route Table (PGM 191-Btn 23)
Related Features
Station Groups
Announcements
ACD Caller Controlled ICLID Routing
Hardware
2.5.5 Calls-In-Queue Page Alert
Description
The administrator can establish CIQ (Calls-In-Queue) thresholds for each ACD Group so that an
assigned VMIM/VSF announcement plays over a defined Page zone, if the number of calls in queue
equals or exceeds a CIQ threshold. The message, which is recorded by an Attendant, plays
immediately or after a defined delay. The message repeats at assigned intervals until the number of
Calls in Queue falls below the threshold. iPECS allows different treatment and VMIM/VSF
announcements for up to three different Calls-In-Queue thresholds.
Operation
System
When the number of Calls-In-Queue changes, up or down the iPECS;
1. Checks CIQ thresholds,
2. Determines if threshold is reached,
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