Acd Agent Features And Operations; Acd Agent Keys - Iwatsu ENTERPROSE-CS Owner's Manual

ACD Agent Features and Operations

The ECS ACD will allow 1024 ACD Agents to be programmed with a
maximum of 512 active at any given time.

ACD Agent Keys

The ECS ACD offers special station feature keys for ACD operation. Certain
features are only active when an Agent logs-in. Other feature keys operate
regardless of login status.
FEATURE NAME
ACD nnn / ACD All
Queue nnn
Qualify nnn
Qualify
Agent Login
Unavailable
Wrap-Up
Help
Emergency
ACD Answer
ACD Transfer
* nnn=1-250 for individual ACD Groups and 255 for all ACD Groups. ICON 5810, 5910 and
5930 phones will display the group name.
ECS system extensions have the following feature restrictions when an Agent
is logged-in or is presented with an ACD Call.
FEATURE NAME
Absence Message
Direct Call Pick-up
Remote Call Forward
Call Coverage
Call Forward
Call Park Pick-up at remote extension
Call Pick-up - Direct, External, Internal
Voice/Tone Call
Hold/Do Not Disturb
FUNCTION
ACD Call status (n=1-250/255)*
Queue status for group (n=1-250). Also used to transfer
call to ACD group.
Qualify Code - Preset Entry (n=000-999)
Qualify Code - Manual Entry
Log-in/Log-out status
Not Available status
Wrap-Up status
Call Supervisor for help
Call Supervisor for help / record conversation
Answer ACD and non-ACD calls
One touch transfer of a call to an ACD group
RESTRICTION
ACD Calls will ring
not valid for ACD Calls
not valid for ACD Calls
not valid for ACD Calls
not valid for ACD Calls
not valid for ACD Calls
not valid for ACD Calls
Tone valid for ACD Calls
DND not valid for ACD Calls
Exclusive Hold for ACD Calls
ECS ACD USER GUIDE - 233