LG-Ericsson iPECS-CM Manuals

LG-Ericsson iPECS-CM Manuals

Manuals and User Guides for LG-Ericsson iPECS-CM. We have 1 LG-Ericsson iPECS-CM manual available for free PDF download: Operation Manual

LG-Ericsson iPECS-CM Operation Manual

LG-Ericsson iPECS-CM Operation Manual (54 pages)

ACD & CTI Feature Description

Brand: LG-Ericsson | Category: Server | Size: 0 MB

Table of Contents

Table of Contents
3
1 Acd Cti Introduction

5
2 Acd System Features

8
- Acd Capacities
  8
- Automatic Call Distribution
  8
- Queue Announcement
  9
- Queued Call Display
  10
- Night Service
  11
- Holiday Service
  12
- Overflow Service
  13
- Time out Rerouting
  13
- ACD Trunk Answer (Queue Answer/Agent Answer)
  14
- ACD Group/Agent Call Traffic
  15
3 Acd Agents

18
- Log on
  18
- Agent Log off
  20
- Acd Automatic Answer
  21
- Release Button
  22
- Work Mode
  23
- Not Ready Mode
  25
- Handset/Headset Mode
  26
- Ring/Tone Mode
  27
- Skill Based Routing
  28
- 3.10 Log off Call Restriction
  29
- 3.11 Inter-Agent Call Restriction
  30
- Agent no Answer Service
  30
- Agent Individual Number Dnd
  31
- Agent Answer Announcement
  32
- Agent Acd Call Indication
  32
- Agent Help Feature
  33
4 Acd Supervisor

35
5 Call Vector

41
- Call Vector Service Overview
  41
- Acd Pilot Call Vector Schedule
  43
6 Cti

44
- Cti Call Processing
  44
- Global Call ID
  44
- Pri Uui
  45
- Work Mode Routing Restriction
  46
- DNIS (Dialed Number Identification Service)
  46
- Rbt Restriction Upon Trunk Og Divert
  47
- Csta Link Check
  47
- Cti Routing Fail Rerouting
  48
- Emergency Rerouting (Acd/Ucd)
  48
- 6.10 CTI Routing Point
  49
- 6.11 CTI Monitor Status Display
  50
- 6.12 CTI Link Display
  50
- 6.13 Multi CTI Server Interface
  51
7 Cti Protocol

52
- Interface
  52
- Csta Phase II Parameter
  53
- Csta Phase II Pics
  54

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