IPECS Release 5
Feature Description & Operation 5.0
iv
Table of Contents
1. Introduction................................................................................1-1
1.1 Manual Application...............................................................................................1-1
1.1.1 Organization................................................................................................................1-1
1.1.2 Feature Information.....................................................................................................1-1
1.2 System Capacities................................................................................................1-1
2. System........................................................................................2-1
2.1 Account Code.......................................................................................................2-1
2.2 Alarm Signal/Door Bell .........................................................................................2-2
2.3 Authorization Codes (Password)..........................................................................2-3
2.4 Auto Call Release.................................................................................................2-6
2.5 Automatic Call Distribution (ACD) ........................................................................2-7
2.5.1 Agents .........................................................................................................................2-7
2.5.1.1 Agent Auto Connect/Zap Tone.............................................................................2-7
2.5.1.2 Agent Id Login/Logout..........................................................................................2-8
2.5.1.3 Agent Help Request...........................................................................................2-10
2.5.1.4 Agent Queued Calls Display ..............................................................................2-11
2.5.1.5 Agent Automatic Wrap-Up .................................................................................2-12
2.5.1.6 Agent On/Off Duty w/Reason Code ...................................................................2-13
2.5.2 Announcements ........................................................................................................2-15
2.5.3 Auto ACD DND Unavailable Service.........................................................................2-17
2.5.4 Calls-In-Queue routing ..............................................................................................2-18
2.5.5 Calls-In-Queue Page Alert ........................................................................................2-18
2.5.6 Event Messages........................................................................................................2-20
2.5.7 Group Mail Box..........................................................................................................2-21
2.5.8 Group Name..............................................................................................................2-22
2.5.9 Incoming Call Routing ...............................................................................................2-22
2.5.10 ACD Caller Controlled ICLID Routing .......................................................................2-23
2.5.11 Supervisors ...............................................................................................................2-24
2.5.11.1 Supervisor Login/Logout ....................................................................................2-24
2.5.11.2 Supervisor Help Response ................................................................................2-25
2.5.11.3 Agent Call Monitor..............................................................................................2-26
2.5.11.4 Group Status Display .........................................................................................2-27
2.5.11.5 Group Parameter Control...................................................................................2-28
2.5.11.6 Agent Status Control..........................................................................................2-29
2.5.12 ACD Statistics Report................................................................................................2-31
2.6 Automatic Pause Insertion .................................................................................2-32
2.7 Automatic Privacy...............................................................................................2-33
2.8 Auto Service Mode Control.................................................................................2-34
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