Ericsson iPECS-100 Feature Description And Operation Manual page 26

iPECS-LIK
Feature Description & Operation Manual
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
Related Features

Station Groups
Hardware

iPECS Phone
2.5.1.2 Agent Id Login/Logout
Description
Stations or 4-digit Agent Ids are assigned as members of an ACD group. A station or Agent ID
can be assigned to a maximum of two (2) ACD groups. Each Agent has a unique 4-digit Agent
Id used to login and logout of active ACD group participation. Agents can login from any station
in the system but only at one station. When an Agent logs in, any active login for the Agent is
1 ACD Group (PGM 191)
2 Zap Tone (PGM 191-Btn 24-1)
12
Issue 6.1