Ericsson iPECS-100, iPECS-50, iPECS-300, MFIM300, iPECS-600 Feature Description And Operation Manual

...

iPECS−LIK

Feature Description & Operation Manual

Please read this manual carefully before operating System. Retain it for future reference.

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

ISSUE

DATE

DESCRIPTION OF CHANGES

1.0

2009.12

Initial Release

1.1

21-Aug-02

General Update

1.2

8-Nov-02

Update for Software version 1.1Bd

2.0

22-Sep-03

Update for release 2 software

2.1

16-Feb-03

Update for European release 2 software

2.2

29-Jul-04

Update for Software version 2.0Ai

2.3

12-Dec-04

Draft for version 3.

3.0

22-Feb-05

Update for iPECS S/W Phase 3 (3.0As base)

4.d2

24-Aug-06

Updates for iPECS release 4 software and LG-Nortel logo General edit s through-out. Changed formatting (header, footer, etc.) for unified iPECS Manual

appearance. CLI based Call Routing for DID, added reference to DID Lines in ICLID

routing. Flexible configuration for up to 600 ports, covered in section 1.2. Hunt Group Mailbox, referenced mailbox assignments in Station Hunt Groups. Multiparty voice conferencing (Up to 24 Parties in total), added to Multi-Party

Conference. Conferenc e Room Added Conference Room. Simplified Message retrieval added to Message Wait/Call Back and

restructured. Muted Ring w/Pre-Selected Msg added & restructured Pre & Custom Display

Messages. T.38 Fax Relay, added IP FAX, T.38. Day/Night Mode applied between groups, added reference and rewrote ICM

Tenancy. ACD sections previously section 2.5 to 2.20, restructured ACD sections now

section 2.5.1~2.5.12. Multi-level Admin access, restructured admin with Multi-level section.

Programmable Admin TCP port, restructured Web Admin & added programmable tcp port. Web User manual, multi-lingual, added Web User Manual section with Multilingual support. Network Securit y & Priority added new section with VLAN, Diffserv, IPSec and SRTP. Transparent Networking added Centralized Networking with Fail-over & Remote Gateways. Hunt Group Station Forward, added condition for Hunt group recognition of forward state. System Processor Redundancy, added section for standby MFIM600. Call Recording, added unconditional Call recording feature. IP Trunking, added SIP and H.323 with GK routed call VSF section revised to VMIM/VSF, added VMIM description. VMIM e-mail notification added VMIM Back-up station added VMIM multi-language support MOH, added VMIM/VSF MOH Authorization codes, added new operation for system codes, “* + table index

Revision History

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

+ code”. Mobile Ext. enhanced, mobile receives hunt calls and support for Attd. Recall.

4. d3

30-Sep-07

Updates for iPECS release 4 software (General edits for errata). Emergency Call Attendant Alert Automatic Daylight Savings Time (DST) Adjustment Direct Inward Dialing (DID) Automatic System Time Synchronization Distributed Systems Network, paging E-911 support for Emergency dialing VSF/VMIM Outbound Notification to Pager or External Phone TLS for Web Admin and Webphone

5.0

26-July-08

General updates & errata Change “MFIM” references to “iPECS, include iPECS 50 and updated

capacity table Reference to VSF/VMIM announcement changed, expansion from 20 to 70 codes, VSF MOH code 21 or 71) Multi-language code 22 or 72 throughout. Updates for iPECS release 5 software One-time DND forward For TNET added paging reference and RTP description. Device Zone Management Call Coverage enhancement SIP Extension support Tenancy Group ring mode for Flexible DID/ICLID Station ICR, Conference Group w/recording) iP Bridge, Cabinet Alarm NMS, System DECT

DISA Call Forward removed Add LIP-800 0 series soft key operation for auto dial features (LNR, SAVE, etc. Added Attendant active MFIM display Updated Table 1.2-1 and updated VSF capacity Call Forward using external number added Added Option for voice mail attachment to e-mail Change BGM operation, SMDR ICM added

5.0d1

07-Jan-09

Add in capacity table and Changed for iPECS-1200

5.0d2

17-Feb-09

Add group name for Terminal/Circular/VM/UCS.

5.0d3

13-Apr-09

Add condition 3 in 2.72.3.6 (Voice Mail Back-up Station).

5.0d4

12-May-09

Update for outgoing mailbox destination

5.0d5

02-Feb-10

Update description of DID call wait feature

5.5

09-JUL-10

Updates for iPECS release 5.5B software Add IP Watch timer for cpu redundancy and IPCR

5.5d1

30-DEC-10

Updates for iPECS release 5.5C software

5.5d2

30-JUL-11

Updates for iPECS release 5.5D software

5.6

01-NOV-11

Updates for iPECS release 5.6 software Add IP-Attendant

6.0

26-MAR-12

Updates for iPECS release 6.0 software Changed CI to Ericsson-LG

6.1

26-Dec-13

Changed Ericsson-LG to Ericsson-LG Enterprise

6.1a

20-Jan-15

AU Mods: Manual Application, Enter Conf Room *59, Conf Grp *68, Group Pickup **, Paging codes *101-*110,#3,##,#41,#5,#00, Call Coverage *67, Directed Call Pick-Up *7, Attendant 9, CO Access 0, Unsupervised Conf Timer Extend *##, AOC N/A, Emergency Call E-911 N/A, Remove Micro references.

6.1b

04-Aug-15

Add: Conference conditions: 1. A SLT user can establish a 3-party conference only, but can be a member of other multi-party conferences.

2. Also use ISDN or SIP CO trunks for MCIM call control.

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

This material is copyrighted by Ericsson-LG Enterprise Co., Ltd. (Ericsson-LG Enterprise). Any unauthorized reproductions, use or disclosure of this material, or any part thereof, is strictly prohibited and is a violation of Copyright Laws. Ericsson-LG Enterprise reserves the right to make changes in specifications at any time without notice. The information furnished by Ericsson-LG Enterprise in this material is believed to be accurate and reliable, but is not warranted to be true in all cases. If you are not the intended recipient, you should destroy or retrieve this material to Ericsson-LG Enterprise.

iPECS is trademark of Ericsson-LG Enterprise Co., Ltd.

All other brand and product names are trademarks or registered trademarks of their respective companies.

iPECS-LIK Feature Description & Operation Manual

Issue 6.1

Table of Contents

INTRODUCTION ................................................................... 1

1.1 MANUAL APPLICATION ........................................................... 1

1.1.1 Org anization ....................................................................................... 1

1.1.2 Feature Information ............................................................................ 1

1.2 SYSTEM CAPACITIES................................................................. 2

SYSTEM ................................................................................. 4

2.1 ACCOUNT CODE ............................................................................4

2.2 ALARM SIGNAL/DOOR BELL ................................................... 6

2.3 AUTHORIZATION CODES (PASSWORD) ....................................8

2.4 AUTO CALL RELEASE .......................................................... 11

2.5 AUTOMATIC CALL DISTRIBUTION (ACD) ............................ 12

2.5.1 Agents .......................................................................................... 12

2.5.1.1 Agent Auto Connect/Zap Tone ................................................. 12

2.5.1.2 Agent Id Login/Logout .............................................................. 12

2.5.1.3 Agent Help Request ................................................................. 14

2.5.1.4 Agent Queued Calls Display ..................................................... 15

2.5.1.5 Agent Automatic Wrap-Up ........................................................ 16

2.5.1.6 Agent On/Off Duty w/Reason Code .......................................... 17

2.5.2 Announcements ............................................................................ 19

2.5.3 Auto ACD DND Unavailable Service ............................................. 21

2.5.4 Calls-In-Queue routing .................................................................. 22

2.5.5 Calls-In-Queue Page Alert ............................................................ 23

2.5.6 Event Messages ........................................................................... 24

2.5.7 Group Mail Box ............................................................................. 25

2.5.8 Group Name ................................................................................. 26

2.5.9 Incoming Call Routing ................................................................... 27

2.5.10 ACD Caller Controlled ICLID Routing .......................................... 28

2.5.11 Supervisors ................................................................................. 29

2.5.11.1 Supervisor Login/Logout ......................................................... 29

2.5.11.2 Supervisor Help Response ..................................................... 30

2.5.11.3 Agent Call Monitor .................................................................. 31

2.5.11.4 Group Status Display ............................................................. 32

2.5.11.5 Group Parameter Control ....................................................... 33

2.5.11.6 Agent Status Control .............................................................. 34

2.5.12 ACD Statistics Report ................................................................. 35

2.6 AUTOMATIC PAUSE INSERTION .......................................... 37

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2.7 AUTOMATIC PRIVACY .......................................................... 38

2.8 AUTO SERVICE MODE CONTROL ........................................ 39

2.9 AUTOMATIC SYSTEM DAYLIGHT SAVINGS TIME ............... 40

2.10 AUTOMATIC SYSTEM TIME SYNCHRONIZATION .............. 41

2.11 BATTERY BACK-UP, MEMORY ........................................... 42

2.12 CALL FORWARD ................................................................. 43

2.13 CALL FORWARD, PRESET .................................................. 47

2.14 CALL PARK .......................................................................... 49

2.15 CALL PICK-UP ................................................................ ..... 50

2.15.1 Directed Call Pick-Up .................................................................. 50

2.15.2 Group Call Pick-Up ..................................................................... 51

2.15.3 Pick Up Group Call Pick-Up ........................................................ 52

2.16 AUTO CALL RECORDING ................................................... 54

2.17 CALL TRANSFER ................................................................. 55

2.17.1 Call Transfer, Station .................................................................. 55

2.17.2 Call Transfer, CO/IP ................................................................... 56

2.17.3 Call Transfer, Voice Mail ............................................................. 57

2.17.4 Call Transfer, System Announcement No. .................................. 58

2.18 CALL WAITING/CAMP-ON ................................................... 60

2.19 CO/IP ACCESS ..................................................................... 61

2.20 CO/IP CALL TIME RESTRICT ION ........................................ 63

2.21 CO/IP CALL WARNING TONE TIMER .................................. 64

2.22 CO/IP QUEUING ................................................................... 65

2.23 CONFERENCE ..................................................................... 67

2.23.1 Conference Room ................................................................ ...... 67

2.23.2 Multi-Party Voice Conference ..................................................... 69

2.23.3 Unsupervised Conference .......................................................... 71

2.23.4 Conference Group ...................................................................... 72

2.23.5 Conference Member VIEW & DELETE ....................................... 74

2.24 CUSTOMER SITE NAME ...................................................... 76

2.25 DATA LINE SECURITY ......................................................... 77

2.26 DELAYED CO/IP RING ......................................................... 78

2.27 DELAYED AUTO ATTENDANT ............................................ 79

2.27.1 Ring Assigned Case ................................................................... 79

2.27.2 DISA Incoming Case (Russia Only) ............................................ 79

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2.28 DIAGNOSTIC/MAINTENANCE ............................................. 81

2.29 DIAL-BY-NAME ................................ .................................... 82

2.30 DIAL PULSE TO TONE SWITCHOVER ................................ 84

2.31 DIALING RESTRICT IONS ..................................................... 85

2.31.1 Class of Service .......................................................................... 85

2.31.2 Day/Timed & Night Station COS ................................................. 87

2.31.3 Temporary Station COS/Lock ..................................................... 88

2.31.4 Walking COS .............................................................................. 90

2.32 DIFFERENTIAL RING ........................................................... 92

2.33 DND (DO NOT DISTURB) ..................................................... 94

2.34 DOOR OPEN ........................................................................ 96

2.35 EMERGENCY CALL E-911 (CALLER LOCATION) SUPPORT .

................................................................................................ 98

2.36 EMERGENCY CALL ............................................................100

2.37 EXECUTIVE/SECRETARY FORWARD ...............................101

2.38 EXTERNAL AUTO ATTENDANT/VOICE MAIL ....................103

2.38.1 AA/VM Group ........................................................................... 103

2.38.2 In-band (DTMF) Signaling ......................................................... 104

2.38.3 SMDI (Simplified Msg Desk Interface) ....................................... 104

2.38.4 Voice Mail Box Translation ........................................................ 106

2.39 FLEXIBLE NUMBERING PLAN .......................................... 108

2.40 8 DIGITS ................................................................ ..............109

2.41 HEADSET COMPATIBILITY ................................ ............... 110

2.42 HOLD ...................................................................................112

2.42.1 Hold Preference ........................................................................ 112

2.42.2 Hold Recall ................................ ................................ ............... 112

2.42.3 Exclusive Hold .......................................................................... 113

2.42.4 System Hold ............................................................................. 115

2.42.5 Automatic Hold ......................................................................... 116

2.43 HOT DESK ...........................................................................117

2.44 ICLID CALL ROUTING ....................................................... 119

2.45 IN-ROOM INDICATION ........................................................120

2.46 IP BRIDGE MODE ............................................................... 121

2.47 IP SYSTEM DECT ............................................................... 122

2.48 IP FAX RELAY, T.38 SUPPORT ..........................................123

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2.49 IP TRANS-CODING ............................................................ 124

2.50 LNR (LAST NUMBER REDIAL) .......................................... 125

2.51 LCR (LEAST COST ROUTING) ...........................................127

2.52 LINKED STATION PAIRS ....................................................129

2.53 LBC (LOUD BELL CONTROL) ............................................131

2.54 MOBILE EXTENSION ......................................................... 132

2.55 MULTIPLE LANGUAGE SUPPORT .................................... 134

2.56 MULTIPLE VOICE MAILBOX SUPPORT .............................135

2.57 MOH (MUSIC-ON-HOLD) .....................................................136

2.58 NETWORK MANAGEMENT SYSTEM ................................ 138

2.59 NETWORK SECURITY & PRIORITY .................................. 139

2.60 PRE-DEFINED & CUSTOM TEXT DISPLAY MESSAGES ... 140

2.60.1 DND operation in internal call to pre-selected station ................ 143

2.61 REDUNDANT SYSTEM PROCESSOR ................................145

2.62 REGISTRATION & FRACTIONAL MODULE TABLES ........146

2.63 RINGING LINE PREFERENCE ................................ ............147

2.64 SPEED DIAL ....................................................................... 148

2.64.1 Display Security ........................................................................ 148

2.64.2 Speed Dial Pause Insertion ....................................................... 148

2.64.3 Station Speed Dial .................................................................... 149

2.64.4 System Speed Dial ................................................................... 152

2.64.5 System Speed Zone (Groups) .................................................. 154

2.65 STATION CALL COVERAGE ............................................. 156

2.66 STATION GROUPS ............................................................ 158

2.67 RING GROUPS INDICATION ...............................................161

2.68 SMDR (STATION MESSAGE DETAIL RECORDING) ......... 162

2.68.1 Call Cost Display ...................................................................... 162

2.68.2 SMDR Call Records .................................................................. 163

2.68.3 Lost Call Recording .................................................................. 166

2.69 SYSTEM ADMIN PROGRAMMING ......................................169

2.69.1 Keyset Administration ............................................................... 169

2.69.2 Multi-Level Admin Access ......................................................... 169

2.69.3 Web Adminis tration ................................................................... 170

2.69.4 Web User Manual ..................................................................... 171

2.70 SYSTEM NETWORKING .................................................... 173

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2.70.1 Centralized Control TNET ......................................................... 173

2.70.2 Distributed Control Network ...................................................... 174

2.70.2.1 Net Call ............................................................................... 175

2.70.2.2 Net Transfer ......................................................................... 176

2.70.2.3 Identification Service ............................................................ 177

2.70.2.4 Call Completion ................................................................... 177

2.70.2.5 Call Offer ................................ ............................................. 178

2.70.2.6 Net Conference .................................................................... 179

2.70.2.7 Message Waiting Indication (MWI) ....................................... 179

2.70.2.8 Net Call Forward – Unconditional ......................................... 180

2.70.2.9 Net Call Forward – Busy ...................................................... 181

2.70.2.10 Net Call Forward – No Answer ........................................... 182

2.70.2.11 Net Call Forward – Busy / No Answer ................................. 183

2.70.2.12 CO Transit-In ..................................................................... 184

2.70.2.13 CO Transit-Out .................................................................. 184

2.70.2.14 BLF Presentation ............................................................... 185

2.70.2.15 Do-Not-Disturb (DND) ........................................................ 186

2.70.2.16 (CAS) Attendant Call .......................................................... 187

2.70.2.17 Centralized Voice Mail ........................................................ 187

2.70.2.18 Paging to Networked System ............................................. 188

2.71 TRAFFIC ANALYSIS ...........................................................190

2.71.1 Traffic Analysis, Attendant ........................................................ 191

2.71.2 Traffic Analysis, Call Reports .................................................... 193

2.71.3 Traffic Analysis, H/W Usage ..................................................... 194

2.71.4 Traffic Analysis, CO/IP Reports ................................................ 194

2.72 UNIVERSAL NIGHT ANSWER (UNA) ..................................197

2.73 VMIM/VSF INTEGRATED AUTO ATTD/VOICE MAIL ..........198

2.73.1 VMIM/VSF ................................................................................ 198

2.73.2 VMIM/VSF-Auto Attendant ........................................................ 198

2.73.3 VMIM/VSF Voice Mail ............................................................... 201

2.73.3.1 Message Storage ................................................................. 201

2.73.3.2 Message Retrieval ............................................................... 202

2.73.3.3 Remote Message Retrieval .................................................. 204

2.73.3.4 Message Retrieval Options .................................................. 205

2.73.3.5 E-Mail Notification ................................................................ 206

2.73.3.6 Voice Mail Back-up Station ................................................... 208

2.73.3.7 Voice Mailbox Settings ......................................................... 209

2.73.3.8 Call Forward from VM .......................................................... 210

2.73.3.9 Outbound Message Notification ............................................ 211

2.73.4 System Voice Memo ................................................................. 212

2.73.5 Company Directory ................................................................... 215

2.73.6 Record VM Greeting using CCR ............................................... 216

2.73.7 Administrator Mailbox ............................................................... 217

2.73.8 Announce Only Mailbox ............................................................ 219

2.73.9 Message Cascade .................................................................... 220

2.73.10 Class of Service Settings ........................................................ 220

2.73.11 Send Message ........................................................................ 221

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2.73.12 Distribution Lists ..................................................................... 222

2.73.13 Mark a message private .......................................................... 224

2.73.14 Mark a message for delivery confirmation ............................... 224

2.73.15 OUTGOING MAILBOX DESTINATION ................................... 225

2.73.16 Personal CCR / User Greeting DISA ....................................... 226

2.74 WAKE-UP ALARM (ONE TIME WAKE UP ALARM) ............227

2.75 WAKE-UP ALARM (FIVE TIME WAKE UP ALARM) .......... 229

2.76 ZONE HOLIDAY ASSIGNMENT ..........................................231

2.77 REMOTE DEVICE ZONE MANAGEMENT .......................... 232

2.78 ZONE CALL AND CONNECTION NUMBER LI MIT ..............233

2.78.1 Zone Outgoing CO call Number Limit ....................................... 233

2.78.2 Inter Zone Connection Number Limit ........................................ 233

2.79 SYSTEM CALL ROUTING ...................................................235

2.80 CO CALL REROUTING ........................................................237

2.81 REMOTE CONTROL WITH MOBILE EXTENSION ..............239

2.82 PREFIX DIALING TABLE ....................................................240

2.83 IP CALL RECORDING .........................................................242

2.84 3

PARTY CALL RECORDING ......................................... 244

2.85 FORCED DISCONNECT BUTTON (EMERGENCY

SUPERVISOR BUTTON) .............................................................245

2.86 CALL BACK TO CO ............................................................246

2.87 PERSONAL GROUP ............................................................248

2.88 ALARM NOTIFICATION CONTROL ....................................249

INTERCOM ........................................................................ 251

3.1 DIRECT STATION SELECT/BUSY LAMP FIELD (DSS/BLF) 251

3.2 INTERCOM CALL (ICM CALL) ..............................................252

3.3 INTERCOM CALL HOLD .......................................................254

3.4 INTERCOM CALLER CONTROLLED ICM SIGNALING ....... 255

3.5 INTERCOM LOCK-OUT .........................................................256

3.6 INTERCOM STEP CALL ....................................................... 257

3.7 INTERCOM TENANCY GROUP ............................................ 258

3.8 INTERCOM TRANSFER ....................................................... 260

3.9 MESSAGE WAIT/CALL BACK ..............................................262

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3.9.1 CLI Message Wait ...................................................................... 262

3.9.2 Short Message Service (SMS) .................................................... 264

3.9.3 Station Message Wait/Call Back ................................................. 266

3.9.4 Message Wait Reminder Tone .................................................... 269

3.10 PAGING .............................................................................. 270

3.10.1 Internal/External & All Call Page ............................................... 270

3.10.2 Meet Me Page Answer ............................................................. 272

3.10.3 SOS Paging .............................................................................. 273

3.11 PUSH-TO-TALK PAGING ....................................................274

3.12 BARGE IN ........................................................................... 276

CO/IP ................................................................................. 277

4.1 AUTO FAULT DETECTION AND RECOVERY ......................277

4.2 CO LINE FLASH ................................................................... 278

4.3 CO/IP LINE GROUPS ........................................................... 279

4.4 CO/IP LINE PRESET FORWARD ......................................... 280

4.5 CO/IP RING ASSIGNMENT .................................................. 281

4.6 CO LINE RELEASE GUARD TIME ........................................282

4.7 CO RING DETECT ................................................................ 283

4.8 DIAL PULSE SIGNALING ..................................................... 284

4.9 DIRECT INWARD DIAL (DID) ............................................... 285

4.10 DIRECT INWARD SYSTEM ACCESS (DISA) ......................287

4.11 DTMF SIGNAL SENDING ....................................................289

4.12 IP ADDRESS DIALING ....................................................... 290

4.13 IP TRUNKING ......................................................................291

4.13.1 H.323 v4 Service ...................................................................... 291

4.13.2 SIP Service ............................................................................... 292

4.14 IP WAN DIALING AFTER ANSWER ....................................293

4.15 ISDN (INTEGRATED SERVICE DIGITAL NETWORK) .........294

4.15.1 ISDN AOC (Advice of Charge) .................................................. 294

4.15.2 Calling/Called Party Identification .............................................. 295

4.15.3 Keypad Facility ......................................................................... 296

4.15.4 Multiple Subscriber Number (MSN) ........................................... 297

4.16 ISDN SUPPLEMENTARY SERVICES ..................................299

4.16.1 ISDN Call Deflection ................................................................. 299

4.16.2 ISDN Malicious Call Id Request ................................................ 300

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vii

4.17 PRIVATE LINE .....................................................................301

4.18 Multi-function Analog Trunk Module (MATM) Service ......302

4.18.1 E&M Trunk Function ................................................................. 302

4.18.2 LD/RD/LCO Trunk Function ...................................................... 303

4.19 MULTIPLE CLI .....................................................................304

IPECS PHONE .................................................................. 306

5.1 ANSWERING MACHINE EMULATION ..................................306

5.2 AUTO CALLED NUMBER REDIAL (ACNR) ..........................308

5.3 AUTO RELEASE OF [SPEAKER] ..........................................310

5.4 AUTOMATIC SPEAKER SELECT .........................................311

5.5 BACK GROUND MUSIC ....................................................... 312

5.6 CALL LOG DISPLAY .............................................................314

5.7 CO LINE NAME DISPLAY .....................................................315

5.8 DID CALL WAIT .....................................................................316

5.9 DND - ONE TIME DND ...........................................................317

5.10 FLEX BUTTON DIRECT SPEED DIAL ASSIGNMENT ........318

5.11 FLEXIBLE LED FLASH RATES ...........................................319

5.12 GROUP LISTENING ............................................................320

5.13 STATION INDIVIDUAL CALL ROUTING (ICR) ....................321

5.14 CALL PROFILE .................................................................. 323

5.15 INTERCOM SIGNALING MODE ..........................................325

5.16 MUTE ...................................................................................326

5.17 OFF-HOOK SIGNALING ..................................................... 327

5.18 ON-HOOK DIALING .............................................................328

5.19 PRIME LINE IMMEDIATELY/DELAYED ..............................329

5.20 RING TONE DOWNLOAD ....................................................331

5.21 SAVE NUMBER REDIAL (SNR) ..........................................332

5.22 SILENT TEXT MESSAGE ....................................................333

5.23 SPEAKERPHONE .............................................................. 334

5.24 STATION FLEXIBLE BUTTONS ..........................................335

5.25 STATION RELOCATION .....................................................337

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5.26 STATION USER PROGRAMMING & CODES ......................338

5.27 TWO-WAY RECORD ...........................................................343

5.28 VOICE OVER ................................................................ ...... 345

5.29 SERIAL DSS ....................................................................... 347

ATTENDANTS .................................................................. 349

6.1 ACTIVE CPU (MFIM) DISPLAY .............................................349

6.2 ALTERNATE ATTENDANT ...................................................350

6.3 ATTENDANT POSITIONS ......................................................351

6.4 ATTENDANT RECALL ......................................................... 352

6.5 ATTENDANT STATION PROGRAM CODES .........................353

6.6 CABINET ALARM ..................................................................356

6.7 CALL FORWARD, ATTENDANT .......................................... 357

6.8 CALL FORWARD CO/IP OFF-NET ........................................358

6.9 CALL/QUEUING ....................................................................360

6.10 DAY/NIGHT/TIMED/SCENARIO RING MODE .....................361

6.11 DSS CONSOLES .................................................................363

6.12 DISABLE OUTGOING CO/IP ACCESS ................................366

6.13 DND OVERRIDE ..................................................................367

6.14 EMERGENCY CALL ATTENDANT ALERT .........................368

6.15 EZ-ATTENDANT ................................................................. 370

6.16 FEATURE CANCEL .............................................................371

6.17 INTRUSION ......................................................................... 372

6.18 LCD DISPLAY FORMAT CONTROL ....................................373

6.19 SYSTEM CLOCK SET .........................................................374

6.20 IP-ATTENDANT ...................................................................376

SLT .................................................................................... 377

7.1 BROKER CALL .................................................................... 377

7.2 HOWLER TONE .....................................................................379

7.3 SLT MESSAGE WAIT INDICATION ...................................... 380

7.4 SLT NAME ENTRY ................................................................381

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7.5 TRANSFER CLI TO SLT ....................................................... 382

7.6 SLT FLASH MODE ............................................................... 383

SIP EXTENSION ............................................................... 384

8.1 REGISTRATION ....................................................................384

8.2 PROVISIONING .................................................................... 390

8.3 MAKE CALL ......................................................................... 394

8.4 CALL ANSWER .....................................................................396

8.5 CALL HOLD ...........................................................................397

8.6 CALL TRANSFER ................................................................ 398

8.7 CALL FORWARD ................................ ................................. 399

8.8 DO NOT DISTURB (DND) ..................................................... 400

8.9 CONFERENCE ......................................................................401

8.10 CALL WAIT & BROKER CALL ............................................402

8.11 CALL PARK .........................................................................403

8.12 MCIM REQUIREMENT FOR SIP PHONE .............................404

8.13 VOIP OR VOIM8/24 REQUIREMENT FOR SIP PHONE .......405

8.14 CALL TRACE OF SIP EXTENSION FOR DEBUGGING ......406

8.15 DSS/BLF (BUSY LAMP FIELD) ...........................................407

8.16 SIP VIDEO CALL ................................ .................................408

8.17 SIP VIRTUAL MOBILE EXTENSION (VMEX) ......................409

8.18 SIP VIRTUAL CO LINE (VCOL) ...........................................416

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INTRODUCTION

1.1

MANUAL APPLICATION

This document provides detailed information covering description and operation of the numerous features available in the iPECS LIK Series Release 6.1 system software. As with any instruction the suitability and correct application needs to be assessed on a site by site basis. Thus instructions below may need to be adapted accordingly. Due to a number of reasons, eg parts, quality and type of CO lines, etc, features below may be unsuitable. In the event that a customer finds the application of a solution unsuitable please take the necessary steps to rectify. To rectify an application that is not suitable one may need to reverse the activation steps and may include turning the application off. Many features have constraints and limitations documented in these technical manuals. In many cases some general limitations are not documented. Non publication of a limitation does not constitute responsibility on Aria Technologies part to meet customers’ expectations unless deemed as a core advertised function failing in a standard setting e.g. Incoming ring, outgoing call access. The document is written assuming the system employs the default-numbering plan for North America (adjusted to AU for most values).

1.1.1 Organization

Features are arranged alphabetically in six different major groupings as follows:

 Section 2 System Features  Section 3 Intercom Features  Section 4 CO/IP  Section 5 iPECS Phone  Section 6 Attendant Position  Section 7 SLT

1.1.2 Feature Information

Each section is an alphabetical listing of features with the description and operation of each. The structure is divided into 6 parts as below:

 Description: explains the nature of the feature.  Operation: gives detailed step-by-step operation of the feature for iPECS IP

Phones and SLTs.

 Conditions: explains known feature interactions and constraints related to

the feature.

 Programming: lists database entries that may be required for proper

feature operation.

 Reference: lists related topical information to aid in understanding the

feature.

 Hardware: lists hardware required for proper feature op eration.

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Item

iPECS-50

iPECS-100 (MFIM100)

iPECS-300 (MFIM300)

iPECS-600 (MFIM600)

iPECS-1200 (MFIM1200)

Main Cabinet

n/a

10 slots

System Ports

50 ports

100 ports

300 ports

600 ports

1200 ports

Stations*1

50 w/2 SLT

std.

70 300 600 1200

PSTN circuits*

max 42, basic

iPECS 50A

std. 4 PSTN +

VoIP

iPECS 50B

std. 4 BRI +

VoIP

200

400

600

Max. RSGMs

150

300

600

Attendants 4 4 5 5

Serial Port (RS232C)

1 1 1 1

USB Host port

1 1 1 1 1

Alarm/Door bell input

1 2 2 2

External Control Relays

1 2 4 4

Music Source Inputs

1 2 2 2

Power Fail Circuit

4 + Ext. PFTU

(6 optional)

4 + Ext. PFTU

(6 optional)

4 + Ext. PFTU

(6 optional)

External Page zones

1 2 2 2

Internal Page Zones

10 10 35 35 100

System Speed Dial

800

(23 digits)

800

(23 digits)

3000

(23 digits)

6000

(23 digits)

12000

(23 digits)

System Speed Dial Zones (Groups)

10 10 10 20 50

Station Speed Dial

20 (23 digi ts)

20 (23 digits)

100 (23 digits)

100 (23 digi ts)

100 (23 digits)

Total station speed dial

1000

4000

8000

24000

Last Number Redial

10 (23 digi ts)

10 (23 digits)

10 (23 digi ts)

10 (23 digits)

Save Number Redial

1 (23 digits)

DSS Consoles/Station

3 3 9 9

SMDR buffer

5000

10000

15000

30000

CO Line Groups

200

Station & Hunt Groups

40 40 48 48 100

1.2 SYSTEM CAPACITIES

The iPECS Series is available in several configurations as listed in Table 1.2-1. Total port capacities range from the 50-channel iPECS-50 to iPECS-1200 at 1200 ports.

Table 1.2-1 System Capacity Chart

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Item

iPECS-50

iPECS-100 (MFIM100)

iPECS-300 (MFIM300)

iPECS-600 (MFIM600)

iPECS-1200 (MFIM1200)

Station & Hunt Group Members

50 70 70 70 200

Pickup Group

100

150

200

Pickup Group Member

50 70 300 600 1200

Conf. Grps System

20 20 40 80 160

Station

150

300

600

Executive/Secretary pairs

10 10 36 36 100

Authorization Codes

Station

300

600

1200

System

450

430

700

1400

2800

Total

500

1000

2000

4000

VSF

280(245)

minutes

(6 channels)

210(175)

minutes

(6 channels)

210(175)

minutes

(6 channels)

n/a

VMIM

9 hrs

9 hrs, ma x x 6

9 hrs, ma x x 30

MCIM 2 2 4 8

WTIM

VoIP channels

Std. 4-8

6 std.

n/a

Redundancy

Yes

SIP channels (Stations + CO lines)

Same as

system port

112 200

200/100

Note5

500

Table 1.2-1 System Capacity Chart

Note 1 The station and CO Line maximums are not simultaneously; total ports cannot exceed the specified System Port capacity. Note 2 For maximum RSGM connection ports, calculation formula is ports = available system station ports)/2, there must be sufficient VoIP channels to support packet relay for RSGM rtp

packets. Note 3 Approximately 35 minutes (16 Mbytes) of the VSF memory are used to provide basic system prompts, the remaining memory can be used for announcements and voice message

storage. Values in parenthesis are the announcement and storage time available. Note 4 Using G.711 codecs, 8 VoIP channels are available. Due to additional processing needs, complex codecs reduce the available channels; four (4) channels are available using G.723 or G.729. Note 5 Issue 0, 1, 2 : Support up to 100 channels (SIP extension + CO trunk) simultaneously Issue 3 : Support up to 200 channels (SIP extension + CO trunk) simultaneously

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SYSTEM

2.1

ACCOUNT CODE

Description

Station users may allow tracking of specific calls by entering a non-verified variable length (up to 12 digits) iden tifier for a call. The identifier or “Account Code” is output as part of the Station Message Detail Record (SMDR) for the call.

Operation

iPECS Phone To assign a Flex button for {ACCOUNT CODE} operation:

{ACCOUNT CODE} button: [PGM] + {FLEX} + [PGM] + “84” + [SAVE] {ONE-TOUCH ACCOUNT CODE} button: [PGM] + {FLEX} + [PGM] + “84” + Account code (up to 12 digits) + [SAVE]

To enter an Account Code using an {ACCOUNT CODE} button prior to placing a call:

1. Lift the handset.

2. Press the {ACCOUNT CODE} button.

3. Dial the Account Code (1 to 12 digits).

4. Press “*”, Intercom dial tone is heard.

5. Place the CO/IP call as normal. Or,

6. Lift the handset or press the [SPEAKER] button.

7. Press the {ONE-TOUCH ACCOUNT CODE} button.

To enter an Account Code using an {ACCOUNT CODE} button during a call:

SLT

To enter an Account Code prior to placing a call:

To enter an Account Code during a call:

8. Place the CO/IP call as normal.

1. Press the {ACCOUNT CODE} bu tton.

2. Dial the Account Code (1 to 12 digits).

3. Press “*”. Or,

1. Press the {ONE-TOUCH ACCOUNT CODE} button.

1. Lift the handset.

2. Dial Flex Numbering Plan code “550”.

3. Dial the Account Code (1 to 12 digits).

4. Press “*”.

5. Place the CO/IP call as normal.

1. Momentarily press the Hook-switch.

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2. Dial Flex Numbering Plan code “550”.

3. Dial the Account Code (1 to 12 digits).

4. Press “*”.

Conditions

1. When entering an Account Code during a call, DTMF digits are not heard by the connected party.

2. A maximum of 1000 {ONE-TOUCH ACCOUNT CODE} buttons may be assigned in the system.

3. If an Authorization Code is entered as the Account Code, the SMDR record will show the station number or the bin number for a System Authorization Code rather than the user entered Authorization Code.

4. If the Forced SMDR Account Code of station is set to “ON”, user should enter an Account Code prior to placing an outgoing call.

Programming

NUMBERING 1 Flexible Numbering Plan (PGM 106-Btn 8) STATION 1 Forced SMDR Account Code (PGM 113-Btn 24-21)

Related Features

 Authorization Codes (Password)  SMDR (Station Message Detail Recording)  Station Flexible Buttons

Hardware

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SYSTEM

Alarm Enable (PGM 163-Btn 1)

Alarm Contact Type (PGM 163-Btn 2)

Alarm/Doorbell Mode (PGM 163-Btn 3)

Alarm Signal Mode (PGM 163-Btn 4)

STATION

Alarm/Door Bell Attribute (PGM 113-Btn 8)

2.2

ALARM SIGNAL/DOOR BELL

Description

The system can be configured to recognize the status of an external contact (normally open or closed). The system will signal assigned iPECS Phones when the contact ac tivates. This capability is commonly employed to provide remote Alarm or Door Bell signals to the user.

Assigned stations receive the Alarm Signal, either a single tone burst repeated at 1-minute intervals or a continuous tone. The Alarm Signal may be terminated at the user’s phone by dialing the Alarm Stop code or, if assigned, pressing the {ALARM STOP} button. To rearm the Alarm function, the alarm condition must be cleared and the Alarm signal terminated.

When used as a Door Bell, assigned iPECS Phones receive a single tone burst each time the external contact is activated and no reset is required.

Operation

System At detection of contact operation, the Alarm/Door Bell signal is sent to assigned stations.

iPECS Phone To assign a Flex button as an {ALARM STOP} button to terminate the Alarm Signal:

[PGM] + {FLEX} + “565” + [SAVE] To terminate an Alarm Signal while idle:

1. Dial the Flex Numbering Plan code 565, confirmation tone is received and the Alarm Signal is terminated. If the alarm condition is cleared, the system will automatically rearm the alarm monitoring.

Or,

2. Press the {ALARM STOP} button.

Conditions

1. The Alarm contacts mus t be “dry”, no voltage or current source connected.

2. Only an iPECS Phone may be assigned to receive Alarm/Door Bell signals.

3. An iPECS Phone with LCD assigned to receive Alarm/Doo r Bell signals will show “ALARM” or “DOOR BELL” as appropriate.

Programming

Related Features

 Door Open

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Hardware

 iPECS Phone  External contact connected to Alarm input of MFIM, refer to iPECS

Hardware Description & Installation Manual.

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2.3

AUTHORIZATION CODES (PASSWORD)

Description

Authorization Codes provide a means to control access to Off Premise Call Forward, Walking COS, or DISA and may be required for outgoing CO/IP Line or LCR access based on configuration of the iPECS database. When users dial an Authorization Code that matches an Authorization Code stored in the database, the system invokes the Station COS or the COS assigned to Authorization code. Each Authorization code has separate Day/Night mode COS assignments.

There are two types of Authorization Codes, Station and System. A Station Authorization Code is specifically related to a given station and intended for a single user. The System

Authorization Codes are intended for use by any station in the system. The Station Authorization Codes includes the associated station number and the assigned

code. The structure of the System Authorization code can be set as either “*”, or “*” the Authorization table index and the code digits. The later allows duplicate codes to be employed using entry of table index to provide a unique identification of the entry.

The Administrator and Attendan ts are pe rmitted to assign any Authorization code including codes for anothe r station. Normal users may only assign the Station Authorization code for the specific station.

Operation

iPECS Phone To assign a Station Authorization Code:

1. Press the [PGM] button.

2. Dial “33”, the Authorization Code Program Code.

3. Dial the Station number.

4. Dial the Authorization Code (1 to 12 digits).

To enter an Authorization Code when second dial tone is received:

SLT

To assign a Station Authorization code:

To enter an Authorization Code when second dial tone is received;

5. Press the [SAVE] button.

1. Dial the station number for the Station Authorization code or, for a System Authorization Code, dial “*” or “*” and the Authorization table index.

2. Dial the corresponding Authorization Code.

3. Place call as normal.

1. Lift the handset.

2. Dial SLT Program Mode Entry code “561”.

3. Dial Station User Program code “33”.

4. Dial Authorization Code (1 to 12 digits).

5. Momentarily press the Hook-switch, receive confirmation tone.

1. Dial the station number for the Station Authorization code or, for a System

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Authorization Code, dial “*” or “*” and the Authorization table index.

2. Dial the corresponding Authorization Code.

3. Momentarily press the Hook-switch.

4. Place call as normal.

DISA To enter an Authorization Code when second dial tone is received:

1. Dial the station number for a Station Authorization code or, for a System code, “*” or “*” and the Authorization table index,

2. Dial the corresponding Authorization Code.

3. Place call as normal.

System Attendant To assign an Authorization Code:

1. Press the [PGM] button.

2. Dial Attendant Station Program Code ‘031’.

3. Dial station number for a Station code or, for system code, “*” or “*” and the Authorization table index.

4. Dial Authorization Code.

5. Press the [SAVE] button.

Conditions

1. When a DISA Line is marked for Authorization Code entry, the caller will hear DND Warning tone and must input a valid Authorizati on Code to continue. In case of an entry err or, the user may retry entry of the code. In case of multiple entry errors, the user may retry entry based on the DISA Retry counter. The station, if assigned, is forced to COS 7 after repeated attempts fail.

2. A user must enter a valid code within the number of attempts assigned as the FAC (Forced Account Code) Retr y Count. The station, if enabled, is placed to COS 7 after repeated failure attempts.

3. A user may enter an Authorization Code from any station to place a CO/IP call using Walking COS.

4. The default Station Authorization code is the station number and “*”.

5. The total number of Authorization codes is provided in Table 1.2-1.

6. CO/IP groups may be configured to require entry of a valid Authori zation Code. In this case, a second dial tone is provided when the CO/IP group is accessed. If the code entered is invalid, error tone is returned and the user must enter a valid code within the FAC Retry Count.

7. If the Check Password option is enabled in the LCR database, when dialed digits match the LDT table digits, the system will send second dial tone to request the user input a valid Authorization code.

8. An Authorization code may include any dial pad digit except “*” and “#”.

9. Duplicate or conflicting System Authorization codes are not allowed when using the older “*” and code operation. For example, code “1234” conflicts with code “123” and cannot be recognized as a unique code. Since the index operation employs the table index and the station number forms part of the Station code, conflicts will not occur and duplicate codes are allowed for these types of Authorization code.

10. Use of Authorization codes varies based on the system nation code. In some

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Programming

STATION

Station Account (PGM 112-Btn 19)

CO/IP 1 CO/IP Group Authorization (PGM 141-Btn

DISA Authorization Code (PGM 142-Btn 5)

SYSTEM

DISA Retry Counter (PGM 160-Btn 5)

FAC Retry Count (PGM 160-Btn 16)

Old Auth Code Use (PGM 161-Btn 16)

COS 7 When Auth fails (PGM 161-Btn 17)

End code(#) usage in System Auth Code (PGM 160 – Btn 26)

TABLES

LCR Check Password (PGM 221-Btn 6)

Station Authorization Code Table (PGM 227)

regions, particularly the US and UK, a System Authorization code may be required for DISA access. Entering a Station code on a DISA line will fail in these areas. In other regions, a System Authorization code can be used with Walking COS.

11. In case of System Authorization code, there is a system base admin option - End code (#) usage in System Auth Code (PGM 160 – Btn 26).

If this value is set to ON, user must en ter End Code (#) after entering authorization code.

Related Features

 Account Code  Auto Service Mode Control  Direct Inward System Access (DISA)  CO/IP Line Groups  CO/IP Access  Temporary Station COS/Lock  Walking COS  Call Forward  Station User Programming & Codes

Hardware

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Programming

STATION

Howling Tone to Stn (PGM 111-Btn 5)

SYSTEM

CO Call Automatic Release Timer (PGM 180-Btn 12)

Intercom Call Automatic Release Timer (PGM 182Btn 4)

2.4

AUTO CALL RELEASE

Description

CO/IP or intercom calls (except Hands-free Answerback), will be released automatically if the user does not complete dialing or, for intercom calls, the called party does not answer after a pre-determined time.

Operation

System Auto Call Release of Intercom calls:

1. If a station places an intercom call and the called station does not answer in the Interco m Call Release Time, the call is terminated and the calling user receives error tone.

Auto Call Release of CO/IP calls:

1. If a station seizes an idle CO/IP Line and does not dial within the CO/IP Call Automatic Release Time, the call is terminated and the user will receive error tone.

Conditions

1. If the Automatic Call Release Timer is set to “0”, Auto Call Release is disabled.

2. When the handset is used to place a call, the user will receive error tone for 30 seconds followed by 30 seconds of Howler tone and the station is placed in a fault mode. If on-hook dialing is used, the station receives error tone for one (1) second and returns to idle automatically.

Related Features

 Howler Tone

Hardware

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2.5

AUTOMATIC CALL DISTRIBUTION (ACD)

Description

iPECS ACD incorporates flexible incoming call routing, real-time agent monitoring and supervision, and call record statistics as well as ACD Event messages for mana gement reporting. Calls route to an ACD group directly or otherwise including via call transfer, CCR and ICLID routing.

2.5.1 Agents

2.5.1.1 Agent Auto Connect/Zap Tone

Description

Agents using a headset can have calls from enabled ACD groups connected to them automatically. This feature removes the requirement for the agent to answer ACD calls manually. The Agent receives a short tone (Zap Tone), if assigned, and is then connected to the ACD caller.

Operation

System When Zap tone is enabled, operation of this feature is automatic.

Conditions

1. The station must be in the headset mode for this feature to operate.

Programming

STATION GROUPS 1 ACD Group (PGM 191)

2 Zap Tone (PGM 191-Btn 24-1)

Related Features

Hardware

 Station Groups

 iPECS Phone

2.5.1.2 Agent Id Login/Logout

Description

Stations or 4-digit Agent Ids are assigned as members of an ACD group. A station or Agent ID can be assigned to a maximum of two (2) ACD groups. Each Agent has a unique 4-digit Agent Id used to login and logout of active ACD group participation. Agents can login from any station in the system but only at one station. When an Agent logs in, any active login for the Agent is

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terminated and the new login is honored. An Agent may login to two (2) groups at one time, logging into and out of the primary and secondary group separately.

Operation

Agent iPECS Phone

To assign {LOGIN} or {LOGOUT} buttons:

To Login to a primary group using the Agent Id;

To Logout of the primary ACD Group;

To Login to a secondary group using the Agent Id;

To Logout of the secondary ACD Group;

SLT

To Login to a primary group using the Agent Id;

To Logout of the primary ACD Group;

To Login to a secondary group using the Agent Id;

1. [PGM] + {FLEX} + Login or Logout code + ACD Group Number (optional) + [SAVE]

1. Lift handset or press [SPEAKER] button,

2. Dial “581” the ACD Agent Primary Login code or press the Login Flex button,

3. Dial the ACD group number,

4. Dial the Agent ID, the agent is logged into the ACD group.

1. Lift handset or press [SPEAKER] button,

2. Dial “582” the ACD Agent Primary Logout code or press the Logout Flex button.

3. Dial the ACD group number,

4. Dial the Agent ID, the agent is logged into the ACD group.

1. Lift handset or press [SPEAKER] button,

2. Dial ‘583’ the ACD Agent Secondary Login code or press the Login Flex button,

3. Dial the ACD group number,

4. Dial the Agent ID, the agent is logged into the ACD group.

1. Lift handset or press [SPEAKER] button,

2. Dial “584” the ACD Agent Secondary Logout code or press the Logout Flex button.

3. Dial the ACD group number,

4. Dial the Agent ID, the agent is logged out of the ACD Group.

1. Lift handset,

2. Dial “581” the ACD Agent Primary Login code,

3. Dial the ACD group number

4. Dial the Agent ID, the agent is logged into the ACD group.

1. Lift handset,

2. Dial “582” the ACD Agent Primary Logout code.

3. Dial the ACD group number

4. Dial the Agent ID, the agent is logged out of the ACD Group.

1. Lift handset,

2. Dial “583” the ACD Agent Secondary Login code,

3. Dial the ACD group number

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NUMBERING PLAN

ACD Agent Primary Login code (PGM 109-Btn 5)

ACD Agent Primary Logout code (PGM 109-Btn 6)

ACD Agent Secondary Login code (PGM 109-Btn 7)

ACD Agent Secondary Logout code (PGM 109-Btn 8)

STATION GROUPS

ACD Group (PGM 191)

SYSTEM

Discovery Manager Print (PGM 160-Btn 13)

Application Interface Msg (PGM 161-Btn 18)

4. Dial the Agent ID, the agent is logged into the ACD group.

To Logout of the secondary ACD Group;

1. Lift handset,

2. Dial “584” the ACD Agent Secondary Logout code.

3. Dial the ACD group number,

4. Dial the Agent ID, the agent is logged out of the ACD Group.

Conditions

1. The system outputs ACD events including Login/Logout messages when Discovery Manager Print is enabled.

2. The Agent Id can be any 4-digit number (0000-9999). iPECS does not verify the Agent Id, other than requiring that four digits be entered.

3. Any Agent Id may be used to login except at a Hot Desk station where the user Authorization code is required.

Programming

Related Features

 Station Groups  Hot Desk  Authorization Codes (Password)

Hardware

2.5.1.3 Agent Help Request

Description

Agents request assistan ce from a Supervisor using the ACD Help Code, de fault 574. Using iPECS Phones, agents with the {HELP} butt on can request assistance without interrupting an active conversation.

Operation

Agent iPECS Phone To assign {HELP} buttons:

1. [PGM] + {FLEX} + “574” + ACD Group Number (optional) + [SAVE]

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NUMBERING PLAN

ACD Group Help Code (PGM 107-Btn 5)

STATION GROUPS

ACD Group (PGM 191)

ACD Supervisor (PGM 191-Btn 18)

To request Supervisor assistance while on an active ACD call,

1. Press the {HELP} button.

SLT To request Supervisor assistance while on an active ACD call,

1. Hook-flash.

2. Dial “574”, the Agent Help code.

3. Dial the desired ACD Group number.

Conditions

1. Agents receive error tone to indicate the re is no active Supervisor.

2. Using the {HELP} bu tton during a call, no signals are sent on the active conversation and the connected party is unaware of the request for assistance.

Programming

Related Features

 Station Groups  Supervisor Help Response

Hardware

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} buttons;

To display ACD Call Queue status when the Agent is idle and on-duty;

1. [PGM] + {FLEX} + “575” + ACD Group Number + [SAVE]

1. Lift the handset or press the [SPEAKER] button.

2. Dial “575”, the ACD Call Queue status code

3. Dial the ACD Group number. The display sh ows the Queued call status and will update as the queue status changes. If no calls are in queue, the phone returns to idle.

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4. Hang-up to return to idle and normal display. Or,

1. Lift the handset or press the [SPEAKER] button.

2. Press the {DISPLAY CALL QUEUE} button. 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.

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} button, the displays shows the queued status for seconds 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

NUMBERING PLAN 1 Display ACD Call Queue Status (PGM 107-Btn 6) STATION GROUPS 1 ACD Group (PGM 191)

Related Features

Hardware

 Station Groups

 iPECS Phone with Display

2.5.1.5 Agent Automatic Wrap-Up

Description

When an Agent completes an ACD group call, the Agent automatically enters into the Wrap-up state. In this state, an Agent will not receive ACD calls, allowing the Agent to complete paperwork, etc. The Agent remains in this automatic Wrap-Up state for the duration of the ACD group Wrap-Up Timer. After the Wrap-Up Timer or by using “Wrap-Up-End” feature, the Agent returns to available status and can receive ACD group calls.

Operation

Agent iPECS Phone

To assign a {WRAP-UP-END} button;

Activation;

Deactivation;

1. [PGM] + {FLEX} + “585” + [SAVE]

1. Automatic when Agent completes an ACD group call

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Ericsson iPECS-100, iPECS-50, iPECS-300, MFIM300, iPECS-600 Feature Description And Operation Manual

Specifications and Main Features

Frequently Asked Questions

User Manual