Agent Queued Calls Display - LG iPECS Feature Description & Operation

IPECS Release 5
Feature Description & Operation
2.5.1.4

Agent Queued Calls Display

Description
An Agent can view the queued call status for an ACD group when not on a call, in off-duty or wrap-up
status. In addition, an active Agent can view the queued call status for an ACD group while on a call
using {Display Call Queue} Flex button. The Call Queue display will show the ACD group number,
the number of calls in queue and the longest queue time.
Operation
Agent iPECS Phone
To assign a {
DISPLAY CALL QUEUE
[ ] + {
PGM FLEX
To display ACD Call Queue status when the Agent is idle and on-duty;
1. Lift the handset or press the [
2. Dial '575', the ACD Call Queue status code
3. Dial the ACD Group number. The display shows the Queued call status and will update as the
queue status changes. If no calls are in queue, the phone returns to idle.
4. Hang-up to return to idle and normal display.
Or,
1. Lift the handset or press the [
2. Press the {
DISPLAY CALL QUEUE
update as the queue status changes. If no calls are in queue, the phone returns to idle.
3. Hang-up to return to idle and normal display.
To display ACD Call Queue status when the Agent is on a call;
1. Press the {
DISPLAY CALL QUEUE
and then returns to the normal call display.
Conditions
1. The Agent cannot display queued call status while the phone is ringing.
2. If there are no queued calls to display, the phone returns to idle after providing error tone.
Programming
N P
UMBERING LAN
S G
TATION ROUPS
Related Features
Station Groups
Hardware
iPECS Phone with Display
} buttons;
} + '575' + ACD Group Number + [
SPEAKER
SPEAKER
} button. The display shows the Queued call status and will
} button, the displays shows the queued status for 2 seconds
1. Display ACD Call Queue Status (PGM 107-Btn 6)
1. ACD Group (PGM 191)
]
SAVE
] button.
] button.
2-11
5.0