Summary of Contents for LG-Ericsson iPECS-CM
- Page 1 ACD & CTI Feature Description & Operation Manual Please read this manual carefully before operating System. Retain it for future reference.
- Page 2 ACD & CTI Feature Description and Operation Issue 3.5 Revision History ISSUE DATE DESCRIPTION OF CHANGES 15-Apr-10 Preliminary release 15-Oct-10 Initial Release 30-Jun-11 Related WMS Menu update 02-Dec-11 New Edition including Version 3.0 23-Dec-11 Update for changed WMS menu...
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Page 3: Table Of Contents
ACD & CTI Feature Description and Operation Issue 3.5 Table of Contents 1. ACD CTI INTRODUCTION ....................1 2. ACD SYSTEM FEATURES ....................4 ACD C ......................4 APACITIES ..................4 UTOMATIC ISTRIBUTION ....................5 UEUE NNOUNCEMENT ....................6... - Page 4 ACD & CTI Feature Description and Operation Issue 3.5 6. CTI ............................. 40 CTI C ....................40 ROCESSING ID ......................40 LOBAL PRI UUI ........................41 ................42 OUTING ESTRICTION DNIS (D ) ............42 IALED UMBER DENTIFICATION ERVICE...
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Page 5: Acd Cti Introduction
The CTI link is the connection between the PBX and CTI Server that can be configured to meet the needs of the contact center environment and CTI application vendor specification. The CTI link in iPECS CM is compatible with ECMA standard (CSTA Phase-II). Figure 1 iPECS-CM ACD CTI Basic Configuration... - Page 6 ACD & CTI Feature Description and Operation Issue 3.5 iPECS-CM supports up to five (5) concurrent CTI links and each can be configured as Active or Standby based on CTI Server policy. Figure 2 iPECS-CM CTI Server Interface Configuration The following tables describe features and functions available to each of the ACD user types and terminals.
- Page 7 ACD & CTI Feature Description and Operation Issue 3.5 LDP Series LIP Series SIP Phone WIT-400H Ring/Tone Mode Call Release Using Work Mode Button during Agent Call Handset/Headset Setting upon Agent Logon Handset/Headset Setting upon Agent Logoff Ring/Tone Mode Setting...
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Page 8: Acd System Features
ACD & CTI Feature Description and Operation Issue 3.5 ACD System Features ACD Capacities The chart below summarizes the iPECS-CM ACD capacities. ITEM QUANTITY Max. ACD Group Max. ACD Agent 6000 Max. ACD Agent/ACD Group 1000 Max. Waiting Call/ACD Group Max. -
Page 9: Queue Announcement
ACD & CTI Feature Description and Operation Issue 3.5 Conditions If no agent is available, the call is queued and the assigned announcement is heard (refer to Section 2.3). Related WMS Menu Data Management > ACD/CTI Information > ACD Group > “Key Number”... -
Page 10: Queued Call Display
ACD & CTI Feature Description and Operation Issue 3.5 Related WMS Menu Data Management > ACD/CTI Information > ACD Group Attribute > “Waiting Step” > ACD/CTI Information > ACD Group Tone > 1st ~ 5th Announcement Related Features Call Vector ... -
Page 11: Night Service
ACD & CTI Feature Description and Operation Issue 3.5 Night Service Description Calls terminated to an ACD group while the system is in the Night mode are given one of the following services: Release Night announcement ... -
Page 12: Holiday Service
ACD & CTI Feature Description and Operation Issue 3.5 Holiday Service Description Calls terminated to an ACD group while the system is in the Holiday mode are given one of the following services: Release Holiday announcement ... -
Page 13: Overflow Service
ACD & CTI Feature Description and Operation Issue 3.5 Overflow Service Description Calls terminated to an ACD group in Overflow mode are given one of the following services: Release Overflow announcement Forwarding to another number The Overflow mode is applied when the number of calls in queue exceeds the Overflow Call Count (up to 500) for the ACD Group. -
Page 14: Acd Trunk Answer (Queue Answer/Agent Answer)
ACD & CTI Feature Description and Operation Issue 3.5 Related WMS Menu Data Management > ACD/CTI Information > ACD Group Attribute > “Waiting Step” > ACD/CTI Information > ACD Group Attribute > “Rerouting Usage on Queuing Time out” > ACD/CTI Information > ACD Group Attribute > “Rerouting Destination on Queuing Time out”... -
Page 15: Acd Group/Agent Call Traffic
ACD & CTI Feature Description and Operation Issue 3.5 2.10 ACD Group/Agent Call Traffic Description ACD Group Call Traffic and Agent Call Traffic are automatically saved in the System. Supervisor and Assistant Supervisors can check these kinds of Traffic data on their IP/Digital- Phone. - Page 16 ACD & CTI Feature Description and Operation Issue 3.5 Traffic with [SPEED] button. If Supervisor uses 3-soft keyset, Delete menu will be displayed at 3-soft menu. − Average Call time means average conversation time. − When supervisor check the Last Log On Time at ACD Group Call Traffic menu in WMS, Log on date is able to be displayed.
- Page 17 ACD & CTI Feature Description and Operation Issue 3.5 Agent Call Traffic Format ~ 1 = 2 = 3 = 4 = 5 cr lf Field(s) Description ~(tilt) Means start of ACD statistics and is always located at first column...
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Page 18: Acd Agents
ACD & CTI Feature Description and Operation Issue 3.5 ACD Agents Log On Description An ACD group can be configured to require the Agent to Log On to the group to provide service. Once an Agent logs on, the system will deliver calls to the Agent. The state of the Agent at Log On is determined by WMS configuration. - Page 19 ACD & CTI Feature Description and Operation Issue 3.5 Conditions An active ACD agent cannot activate DND or Call Forward. When the agent logs on to the ACD group, DND and Call Forward, if active, are cancelled. ...
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Page 20: Agent Log Off
ACD & CTI Feature Description and Operation Issue 3.5 Agent Log Off Description A logged on Agent can log off of the ACD group so that the Agent is no longer an active member of the group and calls to the ACD group ‘Key number’ are no longer routed to the Agent. -
Page 21: Acd Automatic Answer
ACD & CTI Feature Description and Operation Issue 3.5 ACD Automatic Answer Description When a call is routed to an Agent with Auto Answer active, the call is automatically connected to the phone at expiration of the Handsfree Answer Ring timer. The Handsfree Answer Ring Timer is configured in WMS. -
Page 22: Release Button
ACD & CTI Feature Description and Operation Issue 3.5 Release Button Description A Flexible button of the iPECS Multi-button phone can be configured as a Release button allowing the Agent to release a call by pressing the button. The ACD Call Release button is commonly used when an Agent is in Headset mode. -
Page 23: Work Mode
ACD & CTI Feature Description and Operation Issue 3.5 Work Mode Description After completing an ACD group call, an Agent can activate the Work Mode to wrap-up paperwork or other activity that the Agent must complete before receiving additional ACD calls. The Work Mode Flex button can be assigned to act as a Call Release button as well as activating Work Mode;... - Page 24 ACD & CTI Feature Description and Operation Issue 3.5 [PGM] + {FLEX} + Button Feature Type (2) + Feature Code {ACD Agent Auto Work Mode After Call} + [SAVE] To enable Automatic Work Mode: Press the Flex button {ACD Agent Auto Work Mode after Call}. If enabled, the LED turns on and “Automatic Work Mode”...
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Page 25: Not Ready Mode
ACD & CTI Feature Description and Operation Issue 3.5 Not Ready Mode Description Similar to Work Mode, Agents can enable the Not Ready Mode indicating they are not available for new calls. The Not Ready Mode is commonly used for a temporary absence such as lunch, meetings or other work breaks. -
Page 26: Handset/Headset Mode
ACD & CTI Feature Description and Operation Issue 3.5 Handset/Headset Mode Description The iPECS Multi-button phone and Ericsson-LG Enterprise Digital phones can be equipped with a Headset or Earphone (Ear & Mic headset). In addition, certain models can be equipped with a Bluetooth module that can be paired with a standard Bluetooth headset. -
Page 27: Ring/Tone Mode
ACD & CTI Feature Description and Operation Issue 3.5 Conditions In general, the Digital phones support an Ear & Mic Headset (Earphone). The iPECS Multi- button phones support a standard Headset terminated with an RJ-11 jack. The Handset/Headset mode for a phone can be configured in WMS to activate automatically when the Agent Logs ‘On’... -
Page 28: Skill Based Routing
Description Each ACD Agent can be assigned a ‘Skill level’ (1 ~ 255). When a call is received for the group, the iPECS-CM routes the call to the Agent with the highest Skill level that has been idle the longest. -
Page 29: 3.10 Log Off Call Restriction
ACD & CTI Feature Description and Operation Issue 3.5 Related WMS Menu Data Management > ACD/CTI Information > ACD Agent Information > “Skill Level” Related Features Hardware 3.10 Log Off Call Restriction Description Outgoing calls initiated by a Logged ‘Off’ Agent can be restricted with following options through WMS. -
Page 30: 3.11 Inter-Agent Call Restriction
ACD & CTI Feature Description and Operation Issue 3.5 3.11 Inter-Agent Call Restriction Description The ACD group can be configured to restrict calls between Agents in the group. Direct and transferred calls from an Agent to another active Agent are restricted separately. -
Page 31: Agent Individual Number Dnd
Agent Individual Number DND Description The iPECS-CM can be configured to restrict calls to an active Agent in the Not Ready Mode or Work Mode. When configured, non-ACD calls to the Agent will receive DND treatment. Call restriction is set for the Not Ready and Work Mode separately. -
Page 32: Agent Answer Announcement
ACD & CTI Feature Description and Operation Issue 3.5 3.14 Agent Answer Announcement Description An ACD group can be configured to play a pre-recorded announcement to the caller when an Agent answers the call. After the announcement, the Agent is connected to the call. -
Page 33: Agent Help Feature
ACD & CTI Feature Description and Operation Issue 3.5 Related WMS Menu Data Management >Numbering Plan Information > Feature Code> “ACD Call Indicator” >Numbering Plan Information > Feature Code> “Non ACD Call Indicator” Related Features Hardware 3.16 Agent Help Feature... - Page 34 ACD & CTI Feature Description and Operation Issue 3.5 When a help request is assigned to busy assistant supervisor, Mute ring is alerting, {Help Request} message is displayed on LCD, and {ACD Agent Help Request} button is blinking.
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Page 35: Acd Supervisor
ACD & CTI Feature Description and Operation Issue 3.5 ACD Supervisor Supervisor ACD Group Call Forward Description An ACD Supervisor can activate or deactivate Unconditional Call Forward to a predefined destination. When activated by the Supervisor, calls to the ACD group are routed to the destination defined in WMS. -
Page 36: Supervisor Night Service
ACD & CTI Feature Description and Operation Issue 3.5 Supervisor Night Service Description An ACD Supervisor can change the service mode for the ACD Group. Using the Night mode Flex button, the Supervisor toggles the Service mode between the Day and Night Service mode. -
Page 37: Supervisor Holiday Service
ACD & CTI Feature Description and Operation Issue 3.5 Supervisor Holiday Service Description An ACD Supervisor can change the ACD group Service Mode for the group. Using the Holiday mode Flex button, the Supervisor toggles the Service mode between Day and Holiday service mode. -
Page 38: Supervisor Overflow Count Control
ACD & CTI Feature Description and Operation Issue 3.5 Supervisor Overflow Count Control Description The ACD Supervisor can change the Overflow Call count. The Overflow Call count determines the number of calls in queue required to cause Overflow of calls from the group. In addition, when the Supervisor only needs to view the Overflow Call Count, an Overflow Call Count display Flex button can be assigned. -
Page 39: Supervisor Silent Monitor
ACD & CTI Feature Description and Operation Issue 3.5 > Numbering Plan Information > Feature Code > “ACD Supervisor ACD Q Overflow Count Change” > Numbering Plan Information > Feature Code > “ACD Supervisor Display Q Wait Count” Related Features Overflow Service ... - Page 40 ACD & CTI Feature Description and Operation Issue 3.5 Conditions When a monitored Agent terminates a call, the Supervisor display returns to the ‘Monitor Ready’ message. Silent Monitor automatically terminates if the monitored Agent logs off the ACD group.
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Page 41: Call Vector
ACD & CTI Feature Description and Operation Issue 3.5 Call Vector Call Vector Service Overview Description Incoming calls to an ACD Pilot number are handled with the services defined for the ACD Pilot Call Vector in WMS. The Call Vector defines a set of sequentially applied services assigned for the vector as shown in the figure below. - Page 42 Forward to destination is assigned in Type Information field for the vector. Release The call is released immediately. The Type Information for the vector is not required. Relevant capacities of the iPECS-CM: Maximum Pilot No: 200 Maximum Call Vector No: 100 ...
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Page 43: Acd Pilot Call Vector Schedule
ACD & CTI Feature Description and Operation Issue 3.5 ACD Pilot Call Vector Schedule Description The active ACD Pilot Call Vector is subject to the Holiday calendar and the ACD Pilot Weekday and Holiday Schedule Tables. Call Vectors are assigned in the Weekday and Holiday Tables allowing different vectors to be applied based on the day-of-week and time-of-day as well as the Holiday calendar. -
Page 44: Cti
When a CTI server is employed, the Command, Response and Event messages as well as related parameters are used by the iPECS-CM to route the call. The Command, Responses and Events used for CTI call processing are described in section 7. -
Page 45: Pri Uui
The iPECS-CM is configured to employ the UUI (User-to-User Information) element in the PRI Call Set-up message. For incoming calls, iPECS-CM forwards the UUI to the CTI server in the CTI event message. For outgoing calls, the user information received from the CTI server in the... -
Page 46: Work Mode Routing Restriction
Work Mode Routing Restriction Description When a CTI server requests the system to route a call to an Agent in Work Mode, the iPECS-CM can be configured to restrict such routing and return a routing error message to the CTI server. -
Page 47: Rbt Restriction Upon Trunk Og Divert
CSTA Link Check Description The iPECS-CM can be configured to check the status of the link to the CTI server periodically. iPECS-CM sends a CTI System Status message at periods from 5 to 240 seconds as configured in WMS. If no response is received, iPECS-CM will retry the link check. If no response is received after the retry count assigned in WMS, the link is considered failed and disconnected. -
Page 48: Cti Routing Fail Rerouting
ACD & CTI Feature Description and Operation Issue 3.5 > ACD/CTI Information > CSTA Phase II CTI System Configuration > “CTI Link Check Count” Related Features Hardware CTI Routing Fail Rerouting Description When the CTI server sends a CTI Divert command and the call cannot be successfully routed, the ACD group can be configured to reroute the call to a Divert Failure destination in WMS. -
Page 49: 6.10 Cti Routing Point
6.10 CTI Routing Point Description When a CTI server is employed with ACD groups, iPECS-CM provides the call queue and announcements, while the CTI server must provide the route destination to the iPECS-CM in a CTI routing command (CTI Divert command). -
Page 50: 6.11 Cti Monitor Status Display
ACD & CTI Feature Description and Operation Issue 3.5 6.11 CTI Monitor Status Display Description This feature displays the status of a CTI server. Numbers of ACD subscribers or ACD key number may be displayed in monitor status. Conditions ... -
Page 51: 6.13 Multi Cti Server Interface
Load Sharing – When more than two CTI servers provide CTI service to an ACD group and a subscriber, the load can be shared through simultaneous access to iPECS-CM. Hot Swap (Active-Active) – When more than two CTI servers provide CTI service to the same ACD group and subscriber, hot swap is possible through simultaneous access to iPECS-CM. -
Page 52: Cti Protocol
ACD & CTI Feature Description and Operation Issue 3.5 CTI Protocol iPECS-CM supports CSTA Phase II Protocol that must be employed by any external CTI Server to share command/events with the iPECS-CM. For iPECS-CM, CTI is configured in three parts or components: ... -
Page 53: Csta Phase Ii Parameter
ACD & CTI Feature Description and Operation Issue 3.5 CSTA Phase II Parameter Description The iPECS-CM supports the following CSTA Phase II parameters. MAXIMUM LENGTH PARAMETER VALUE (BYTES) Call ID (part of ConnectionID) 0x00000001~ 0xEFFFFFFF MonitorCrossRefID 0x0001 ~ 0x9999 (Hex) -
Page 54: Csta Phase Ii Pics
ACD & CTI Feature Description and Operation Issue 3.5 CSTA Phase II PICS The iPECS-CM supports the CSTA Phase II PICs listed below. 1. Alternate Call 2. Answer Call 3. Clear Connection 4. Conference Call 5. Consultation Call 6. Divert Call 7.
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