iPECS-CM
ACD & CTI Feature Description and Operation
Issue 3.5
15
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.
If the “Number of digits for Logon Agent ID” in the WMS ACD System Options is properly
configured, the iPECS Multi-button phone user need not enter ‘#’ to indicate the completion
of entry.
If the Agent ID entered by the user is not configured, “INVALID AGENT ID” displays in the
Multi-button phone LCD.
If the Agent ID is already in use (logged on), “USED BY XXXX” displays indicating the
Extension number using the ID as XXXX.
For a SIP phone or SLT, the log on state does not display in the LCD.
Related WMS Menu
Data Management
> ACD/CTI Information > ACD Group Attribute > “Agent ID Usage at
Agent Log on”
> ACD/CTI Information > ACD Agent Information > “Agent ID”
> ACD/CTI Information > ACD Agent Information > “Agent Name”
> ACD/CTI Information > ACD System Option > “Number of Digit for
Agent ID”
> Numbering Plan Information > Feature Code > “ACD Agent Log
On/Off”
> Extension Information > Terminal Information > Phone Flexible Button
Related Features
Agent Log Off
Work Mode
Not Ready Mode
Hardware
