LG iPECS, iPECS-Micro, iPECS-50, iPECS-100, iPECS- 300 Operation Manual
...
Feature Operation
&
Description Manual
IPECS Release 5
Feature Description & Operation 5.0
i
Regulatory Information
Before connecting the iPECS to the telephone network, you may be required to notify your local serving
telephone company of your intention to use "customer provided equipment.” You may further be required to
provide any or all of the following information:
PSTN line Telephone numbers to be connected to the system
Model name: LIK-MICRO/100/300/600/1200 IP KTS
Local regulatory agency registration number: locally provided
Ringer equivalence: 0.7B
Registered jack: RJ-11 with Desk Holder/Wall Mount
RJ-21X with Main Cabinet
The required regulatory agency registration number is available from your local LG No rtel representative.
This equipment complies with the following regulatory standards, FCC Part 15 and 68, IC (Industry Canada)
CS03, TBR21, TBR03, and TBR04. Also, this equipment complies with the safety requirements of UL60950,
CSA60950, EN60950, EN55022 and EN55024.
The iPECS has been designed to comply with the Hearing Aid Compatibility requirements as defined in
Section 68.316 of Part 68 FCC Rules.
If the telephone company determines that customer provided equipment is faulty and may possibly cause
harm or interruption in service to the telephone network, it should be disconnected until repair can be
affected. If this is not done, the telephone company may temporarily disconnect your service.
The local telephone company may make changes in its communications facilities or procedures. If these
changes could reasonably be expected to affect the use of the iPECS or compatibility with the network, the
telephone company is required to give advanced written notice to the user, allowing the user to take
appropriate steps to maintain telephone service.
The iPECS complies with rules regarding radiation and radio frequency emission as defined by local
regulatory agencies. In accordance with these agencies, you may be required to provide information such
as the following to the end user:
WARNING
This equipment generates and uses R.F. energy, and if not installed and used in accordance with
the Instruction Manual, it may cause interference to radio communications. It has been tested and
found to comply with the appropriate limits for a telecommunication device. The limits are designed
to provide reasonable protection against such interference, when operated in a commercial
environment.
Operation of this equipment in a residential area could cause interference, in which case the user,
at his own expense, will be required to take whatever measures may be required to correct the
interference.
This system employs a Lithium battery as back-up power for the real-time clock and memory. The
battery is not replaceable in the field. Dispose of used batteries accordance with the manufacturer’s
instructions.
Copyright© 2008 LG Nortel Co. Ltd. All Rights Reserved
This material is copyrighted by LG Nortel Co. Ltd. Any unauthorized reproductions, use or disclosure of this material, or any part thereo f,
is strictly prohibited and is a violation of Copyright Laws. LG Nortel reserves the right to make changes in specifications at any time
without notice. The information furnished by LG Nortel in this material is believed to be accurate and reliable, but is not warranted to be
true in all cases. LG Nortel and iPECS are trademarks of LG Norte Co. Ltd. All other brand and product names ar e trademarks or
registered trademarks of their respective companies.
IPECS Release 5
Feature Description & Operation 5.0
ii
Revision History
ISSUE DATE DESCRIPTION OF CHANGES
1.0 20-Mar-02 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 edits 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.
Conference 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 Multi-lingual support.
Network Security & 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 + 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.
IPECS Release 5
Feature Description & Operation 5.0
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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
Added LIP-8000 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 Updatet for outgoing mailbox dsstination
IPECS Release 5
Feature Description & Operation 5.0
iv
Table of Contents
1. Introduction................................................................................1-1
1.1 Manual Application...............................................................................................1-1
1.1.1 Organization................................................................................................................1-1
1.1.2 Feature Information.....................................................................................................1-1
1.2 System Capacities................................................................................................1-1
2. System........................................................................................2-1
2.1 Account Code.......................................................................................................2-1
2.2 Alarm Signal/Door Bell .........................................................................................2-2
2.3 Authorization Codes (Password)..........................................................................2-3
2.4 Auto Call Release.................................................................................................2-6
2.5 Automatic Call Distribution (ACD) ........................................................................2-7
2.5.1 Agents.........................................................................................................................2-7
2.5.1.1 Agent Auto Connect/Zap Tone.............................................................................2-7
2.5.1.2 Agent Id Login/Logout..........................................................................................2-8
2.5.1.3 Agent Help Request...........................................................................................2-10
2.5.1.4 Agent Queued Calls Display..............................................................................2-11
2.5.1.5 Agent Automatic Wrap-Up .................................................................................2-12
2.5.1.6 Agent On/Off Duty w/Reason Code...................................................................2-13
2.5.2 Announcements ........................................................................................................2-15
2.5.3 Auto ACD DND Unavailable Service.........................................................................2-17
2.5.4 Calls-In-Queue routing..............................................................................................2-18
2.5.5 Calls-In-Queue Page Alert ........................................................................................2-18
2.5.6 Event Messages........................................................................................................2-20
2.5.7 Group Mail Box..........................................................................................................2-21
2.5.8 Group Name..............................................................................................................2-22
2.5.9 Incoming Call Routing...............................................................................................2-22
2.5.10 ACD Caller Controlled ICLID Routing .......................................................................2-23
2.5.11 Supervisors ...............................................................................................................2-24
2.5.11.1 Supervisor Login/Logout....................................................................................2-24
2.5.11.2 Supervisor Help Response ................................................................................2-25
2.5.11.3 Agent Call Monitor..............................................................................................2-26
2.5.11.4 Group Status Display.........................................................................................2-27
2.5.11.5 Group Parameter Control...................................................................................2-28
2.5.11.6 Agent Status Control..........................................................................................2-29
2.5.12 ACD Statistics Report................................................................................................2-31
2.6 Automatic Pause Insertion .................................................................................2-32
2.7 Automatic Privacy...............................................................................................2-33
2.8 Auto Service Mode Control.................................................................................2-34
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2.9 Automatic System Daylight Savings Time..........................................................2-35
2.10 Automatic System Time Synchronization...........................................................2-35
2.11 Battery Back-up, Memory...................................................................................2-36
2.12 Call Forward.......................................................................................................2-37
2.13 Call Forward, Preset...........................................................................................2-40
2.14 Call Park.............................................................................................................2-42
2.15 Call Pick-up........................................................................................................2-43
2.15.1 Directed Call Pick-Up................................................................................................2-43
2.15.2 Group Call Pick-Up....................................................................................................2-44
2.15.3 Pick Up Group Call Pick-Up......................................................................................2-45
2.16 Auto Call Recording ...........................................................................................2-46
2.17 Call Transfer.......................................................................................................2-47
2.17.1 Call Transfer, Station.................................................................................................2-47
2.17.2 Call Transfer, CO/IP..................................................................................................2-48
2.17.3 Call Transfer, Voice Mail...........................................................................................2-49
2.18 Call Waiting/Camp-On........................................................................................2-50
2.19 CO/IP Access.....................................................................................................2-51
2.20 CO/IP Call Time Restriction................................................................................2-53
2.21 CO/IP Call Warning Tone Timer.........................................................................2-53
2.22 CO/IP Queuing...................................................................................................2-54
2.23 Conference.........................................................................................................2-55
2.23.1 Conference Room.....................................................................................................2-55
2.23.2 Multi-Party Voice Conference....................................................................................2-57
2.23.3 Unsupervised Conference.........................................................................................2-59
2.23.4 Conference Group.....................................................................................................2-60
2.24 Customer Site Name..........................................................................................2-62
2.25 Data Line Security..............................................................................................2-63
2.26 Delayed CO/IP Ring...........................................................................................2-63
2.27 Delayed Auto Attendant .....................................................................................2-64
2.28 Diagnostic/Maintenance.....................................................................................2-65
2.29 Dial-by-Name .....................................................................................................2-65
2.30 Dial Pulse to Tone Switchover............................................................................2-67
2.31 Dialing Restrictions.............................................................................................2-67
2.31.1 Class of Service ........................................................................................................2-67
2.31.2 Day/Timed & Night Station COS...............................................................................2-70
2.31.3 Temporary Station COS/Lock ...................................................................................2-71
2.31.4 Walking COS.............................................................................................................2-72
2.32 Differential Ring..................................................................................................2-74
2.33 DND (Do Not Disturb).........................................................................................2-75
2.34 Door Open ..........................................................................................................2-76
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Feature Description & Operation 5.0
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2.35 Emergency Call E-911 (caller location) Support.................................................2-77
2.36 Emergency Call..................................................................................................2-78
2.37 Executive/Secretary Forward .............................................................................2-78
2.38 External Auto Attendant/Voice Mail....................................................................2-80
2.38.1 AA/VM Group............................................................................................................2-80
2.38.2 In-band (DTMF) Signaling.........................................................................................2-81
2.38.3 SMDI (Simplified Msg Desk Interface) ......................................................................2-81
2.38.4 Voice Mail Box Translation........................................................................................2-83
2.39 Flexible Numbering Plan ....................................................................................2-84
2.40 Headset Compatibility ........................................................................................2-84
2.41 Hold....................................................................................................................2-86
2.41.1 Hold Preference ........................................................................................................2-86
2.41.2 Hold Recall................................................................................................................2-86
2.41.3 Exclusive Hold...........................................................................................................2-87
2.41.4 System Hold..............................................................................................................2-88
2.41.5 Automatic Hold..........................................................................................................2-89
2.42 Hot Desk.............................................................................................................2-90
2.43 ICLID Call Routing..............................................................................................2-91
2.44 In-Room Indication.............................................................................................2-92
2.45 IP Bridge Mode...................................................................................................2-93
2.46 IP System DECT................................................................................................2-94
2.47 IP Fax Relay, T.38 support.................................................................................2-94
2.48 IP Trans-coding..................................................................................................2-95
2.49 LNR (Last Number Redial).................................................................................2-96
2.50 LCR (Least Cost Routing) ..................................................................................2-97
2.51 Linked Station Pairs ...........................................................................................2-99
2.52 LBC (Loud Bell Control) ...................................................................................2-100
2.53 Mobile Extension..............................................................................................2-101
2.54 Multiple Language Support ..............................................................................2-102
2.55 Multiple Voice Mailbox Support........................................................................2-103
2.56 MOH (Music-On-Hold)......................................................................................2-104
2.57 Network Management System .........................................................................2-105
2.58 Network Security & Priority ...............................................................................2-106
2.59 Pre-defined & Custom Text Display Messages................................................2-107
2.60 Redundant System Processor..........................................................................2-110
2.61 Registration & Fractional Module Tables..........................................................2-111
2.62 Ringing Line Preference...................................................................................2-112
2.63 SIP Extension Service......................................................................................2-113
2.64 Speed Dial........................................................................................................2-114
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2.64.1 Display Security.......................................................................................................2-114
2.64.2 Speed Dial Pause Insertion .....................................................................................2-115
2.64.3 Station Speed Dial...................................................................................................2-115
2.64.4 System Speed Dial..................................................................................................2-118
2.64.5 System Speed Zone (Groups).................................................................................2-121
2.65 Station Call Coverage ......................................................................................2-122
2.66 Station Groups .................................................................................................2-123
2.67 SMDR (Station Message Detail Recording) .....................................................2-126
2.67.1 Call Cost Display.....................................................................................................2-126
2.67.2 SMDR Call Records................................................................................................2-127
2.67.3 Lost Call Recording.................................................................................................2-130
2.68 System Admin Programming............................................................................2-132
2.68.1 Keyset Administration..............................................................................................2-132
2.68.2 Multi-Level Admin Access.......................................................................................2-133
2.68.3 Web Administration.................................................................................................2-133
2.68.4 Web User Manual....................................................................................................2-135
2.69 System Networking ..........................................................................................2-135
2.69.1 Centralized Control TNET.......................................................................................2-135
2.69.2 Distributed Control Network ....................................................................................2-136
2.69.2.1 Net Call ............................................................................................................2-137
2.69.2.2 Net Transfer.....................................................................................................2-138
2.69.2.3 Identification Service........................................................................................2-139
2.69.2.4 Call Completion................................................................................................2-139
2.69.2.5 Call Offer..........................................................................................................2-140
2.69.2.6 Net Conference................................................................................................2-141
2.69.2.7 Message Waiting Indication (MWI) ..................................................................2-142
2.69.2.8 Net Call Forward – Unconditional ....................................................................2-143
2.69.2.9 Net Call Forward – Busy..................................................................................2-144
2.69.2.10 Net Call Forward – No Answer.........................................................................2-145
2.69.2.11 Net Call Forward – Busy / No Answer..............................................................2-145
2.69.2.12 CO Transit-In....................................................................................................2-146
2.69.2.13 CO Transit-Out.................................................................................................2-147
2.69.2.14 BLF Presentation .............................................................................................2-148
2.69.2.15 Do-Not-Disturb (DND)......................................................................................2-149
2.69.2.16 (CAS) Attendant Call........................................................................................2-149
2.69.2.17 Centralized Voice Mail .....................................................................................2-150
2.69.2.18 Paging to Networked System...........................................................................2-150
2.70 Traffic Analysis.................................................................................................2-151
2.70.1 Traffic Analysis, Attendant.......................................................................................2-153
2.70.2 Traffic Analysis, Call Reports..................................................................................2-154
2.70.3 Traffic Analysis, H/W Usage....................................................................................2-155
2.70.4 Traffic Analysis, CO/IP Reports...............................................................................2-156
2.71 Universal Night Answer (UNA).........................................................................2-157
2.72 VMIM/VSF Integrated Auto Attd/Voice Mail ......................................................2-158
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Feature Description & Operation 5.0
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2.72.1 VMIM/VSF...............................................................................................................2-158
2.72.2 VMIM/VSF-Auto Attendant......................................................................................2-158
2.72.3 VMIM/VSF Voice Mail .............................................................................................2-161
2.72.3.1 Message Storage.............................................................................................2-161
2.72.3.2 Message Retrieval ...........................................................................................2-162
2.72.3.3 Remote Message Retrieval..............................................................................2-164
2.72.3.4 Message Retrieval Options..............................................................................2-165
2.72.3.5 E-Mail Notification............................................................................................2-166
2.72.3.6 Voice Mail Back-up Station..............................................................................2-167
2.72.3.7 Voice Mailbox Settings.....................................................................................2-167
2.72.3.8 Call Forward from VM......................................................................................2-169
2.72.3.9 Outbound Message Notification.......................................................................2-169
2.72.4 System Voice Memo ...............................................................................................2-171
2.73 Wake-Up Alarm................................................................................................2-172
2.74 Zone Holiday Assignment ................................................................................2-174
2.75 Remote Device Zone Management..................................................................2-175
2.76 Zone Call and Connection Number Limit..........................................................2-176
2.76.1 Zone Outgoing CO call Number Limit .....................................................................2-176
2.76.2 Inter Zone Connection Number Limit ......................................................................2-177
2.77 System Call Routing.........................................................................................2-178
2.78 Co Call Rerouting.............................................................................................2-179
2.79 OUTGOING MAILBOX DESTINATION............................................................2-179
2.80 Remote control with Mobile Extension .............................................................2-180
3. Intercom .....................................................................................3-1
3.1 Direct Station Select/Busy Lamp Field (DSS/BLF)...............................................3-1
3.2 Intercom Call (ICM Call).......................................................................................3-1
3.3 Intercom Call Hold................................................................................................3-2
3.4 Intercom Caller Controlled ICM Signaling ............................................................3-3
3.5 Intercom Lock-Out................................................................................................3-4
3.6 Intercom Step Call................................................................................................3-5
3.7 Intercom Tenancy Group......................................................................................3-5
3.8 Intercom Transfer.................................................................................................3-6
3.9 Message Wait/Call Back ......................................................................................3-8
3.9.1 CLI Message Wait.......................................................................................................3-8
3.9.2 Short Message Service (SMS)..................................................................................3-10
3.9.3 Station Message Wait/Call Back...............................................................................3-12
3.9.4 Message Wait Reminder Tone..................................................................................3-15
3.10 Paging................................................................................................................3-15
3.10.1 Internal/External & All Call Page...............................................................................3-15
3.10.2 Meet Me Page Answer..............................................................................................3-18
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3.11 Push-To-Talk Paging..........................................................................................3-19
4. CO/IP...........................................................................................4-1
4.1 Auto Fault Detection and Recovery......................................................................4-1
4.2 CO Line Flash ......................................................................................................4-1
4.3 CO/IP Line Groups...............................................................................................4-2
4.4 CO/IP Line Preset Forward ..................................................................................4-3
4.5 CO/IP Ring Assignment .......................................................................................4-4
4.6 CO Line Release Guard Time ..............................................................................4-5
4.7 CO Ring Detect ....................................................................................................4-5
4.8 Dial Pulse Sign aling .............................................................................................4-6
4.9 Direct Inward Dial (DID) .......................................................................................4-6
4.10 Direct Inward System Access (DISA)...................................................................4-8
4.11 DTMF Signal Sending ........................................................................................4-10
4.12 IP Address Dialing..............................................................................................4-10
4.13 IP Trunking.........................................................................................................4-11
4.13.1 H.323 v4 Service.......................................................................................................4-11
4.13.2 SIP Service................................................................................................................4-12
4.14 IP WAN Dialing After Answer.............................................................................4-13
4.15 ISDN (Integrated Service Digital Network) .........................................................4-13
4.15.1 ISDN AOC (Advice of Charge)..................................................................................4-14
4.15.2 Calling/Called Party Identification..............................................................................4-14
4.15.3 Keypad Facility..........................................................................................................4-16
4.15.4 Multiple Subscriber Number (MSN)...........................................................................4-17
4.16 ISDN Supplementary Services...........................................................................4-18
4.16.1 ISDN Call Deflection..................................................................................................4-18
4.16.2 ISDN Malicious Call Id Request................................................................................4-19
4.17 Private Line ........................................................................................................4-20
5. iPECS Phone..............................................................................5-1
5.1 Answering Machine Emulation .............................................................................5-1
5.2 Auto Called Number Redial (ACNR) ....................................................................5-2
5.3 Auto Release Of [Speaker]...................................................................................5-3
5.4 Automatic Speaker Select ....................................................................................5-4
5.5 Back Ground Music..............................................................................................5-4
5.6 Call Log Display ...................................................................................................5-6
5.7 CO Line Name Display.........................................................................................5-7
5.8 DID Call Wait........................................................................................................5-7
5.9 DND - One Time DND..........................................................................................5-8
5.10 Flex Button Direct Speed Dial Assignment...........................................................5-9
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Feature Description & Operation 5.0
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5.11 Flexible LED Flash Rates...................................................................................5-10
5.12 Group Listening..................................................................................................5-11
5.13 Station Individual Call Routing (ICR)..................................................................5-11
5.14 Intercom Signaling Mode....................................................................................5-13
5.15 Mute...................................................................................................................5-14
5.16 Off-Hook Signaling.............................................................................................5-15
5.17 On-Hook Dialing.................................................................................................5-16
5.18 Prime Line Immediately/Delayed........................................................................5-17
5.19 Ring Tone Download..........................................................................................5-18
5.20 Save Number Redial (SNR) ...............................................................................5-19
5.21 Silent Text Message...........................................................................................5-20
5.22 Speakerphone....................................................................................................5-21
5.23 Station Flexible Buttons......................................................................................5-22
5.24 Station Relocation..............................................................................................5-23
5.25 Station User Programming & Codes ..................................................................5-24
5.26 Two-Way Record................................................................................................5-28
5.27 Voice Over..........................................................................................................5-29
5.28 Serial DSS ..........................................................................................................5-31
6. Attendants..................................................................................6-1
6.1 Active CPU (MFIM) Display..................................................................................6-1
6.2 Alternate Attendant...............................................................................................6-2
6.3 Attendant Positions ..............................................................................................6-3
6.4 Attendant Recall...................................................................................................6-3
6.5 Attendant Station Program Codes........................................................................6-4
6.6 Cabinet Alarm.......................................................................................................6-7
6.7 Call Forward, Attendant........................................................................................6-8
6.8 Call Forward CO/IP Off-Net..................................................................................6-9
6.9 Call/Queuing.......................................................................................................6-10
6.10 Day/Night/Timed/Scenario Ring Mode...............................................................6-11
6.11 DSS Consoles....................................................................................................6-12
6.12 Disable Outgoing CO/IP Access.........................................................................6-15
6.13 DND Override.....................................................................................................6-16
6.14 Emergency Call Attendant Alert .........................................................................6-16
6.15 ez-Attendant.......................................................................................................6-17
6.16 Feature Cancel...................................................................................................6-18
6.17 Intrusion .............................................................................................................6-19
6.18 LCD Display Format Control...............................................................................6-19
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6.19 System Clock Set...............................................................................................6-20
7. SLT..............................................................................................7-1
7.1 Broker Call............................................................................................................7-1
7.2 Howler Tone.........................................................................................................7-2
7.3 SLT Message Wait Indication...............................................................................7-3
7.4 SLT Name Entry...................................................................................................7-4
IPECS Release 5
Feature Description & Operation 5.0
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1. INTRODUCTION
1.1 MANUAL APPLICATION
This document provides detailed information covering description and operation of the numerous
features available in the iPECS Series Release 5 system software. The document is written
assuming the system employs the default-numbering plan for North America.
1.1.1 Organization
Features are arranged alphabetically in six different major groupings as follows:
x Section 2 System Features
x Section 3 Intercom Features
x Section 4 CO/IP
x Section 5 iPECS Phone
x Section 6 Attendant Position
x 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:
x Description: explains the nature of the feature.
x Operation: gives detailed step-by-step operation of the feature for iEPCS IP Phones and
SLTs.
x Conditions: explains known feature interactions and constraints related to the feature.
x Programming: lists database entries that may be required for proper feature operation.
x Reference: lists related topical information to aid in understanding the feature.
x Hardware: lists hardware required for proper feature operation.
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 31-channel iPECS-Micro to iPECS-1200 at 1200 ports.
Table 1.2-1 System Capacity Chart
Capacity
Item
iPECS-
Micro
iPECS-50
iPECS-100
(MFIM100)
iPECS- 300
(MFIM300)
iPECS-600
(MFIM600)
iPECS-1200
(MFIM1200)
Main Cabinet n/a n/a 10 slots 10 slots 10 slots 10 slot
System Ports 31 ports 50 ports 100 ports 300 ports 600 ports 1200 ports
Stations*1 26 w/2 SLT
std.
50 w/2 SLT std. 70 300 600 1200
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Capacity
Item
iPECS-
Micro
iPECS-50
iPECS-100
(MFIM100)
iPECS- 300
(MFIM300)
iPECS-600
(MFIM600)
iPECS-1200
(MFIM1200)
PSTN circuits*1 5 max 42, basic
iPECS 50A
std. 4 PSTN + VoIP
iPECS 50B
std. 4 BRI + VoIP
42 200 400 600
Max. RSGMs*2 13 25 35 150 300 600
Attendants 4 4 4 5 5 5
Serial Port (RS232C)
n/a 1 1 1 1 1
USB Host port 1 1 1 1 1 1
Alarm/Door bell
input
n/a 1 2 2 2 2
External Control
Relays
n/a 1 2 4 4 4
Music Source Inputs n/a 1 2 2 2 2
Power Fail Circuit n/a 1 4 4 + Ext.
PFTU
(6 optional)
4 + Ext.
PFTU
(6 optional)
4 + Ext.
PFTU
(6 optional)
External Page
zones
n/a 1 2 2 2 2
Internal Page Zones 10 10 10 35 35 100
System Speed Dial 800
(48 digits)
800
(48 digits)
800
(48 digits)
3000
(48 digits)
6000
(48 digits)
12000
(48 digits)
System Speed Dial
Zones (Groups)
10 10 10 10 20 50
Station Speed Dial 20 (48
digits)
20 (48 digits) 20 (48 digits) 100 (48
digits)
100 (48
digits)
100 (48
digits)
Last Number Redial 10 (48
digits)
10 (48 digits) 10 (48 digits) 10 (48 digits) 10 (48
digits)
10 (48 digits)
Save Number
Redial
1 (48 digits) 1 (48 digits) 1 (48 digits) 1 (48 di gits) 1 (48 digits)
1 (48 digits)
DSS
Consoles/Station
1 3 3 9 9 9
SMDR buffer 5000 5000 5000 10000 15000 30000
CO Line Groups 20 20 20 72 72 200
Station & Hunt
Groups
12 40 40 48 48 100
Station & Hunt
Group Members
26 50 70 70 70 200
Pickup Groups 20 20 30 100 150 200
IPECS Release 5
Feature Description & Operation 5.0
1-3
Capacity
Item
iPECS-
Micro
iPECS-50
iPECS-100
(MFIM100)
iPECS- 300
(MFIM300)
iPECS-600
(MFIM600)
iPECS-1200
(MFIM1200)
Pickup Group
Member
26 50 70 300 600 1200
Conf. Grps - System 20 20 20 40 80 160
Station 25 25 35 150 300 600
Executive/Secretary
pairs
10 10 10 36 36 100
26 50 70 300 600 1200
474 450 430 700 1400 2800
Authorization Codes
Station
System
Total
500 500 500 1000 2000 4000
VSF*3 280(245)
minutes
(4
channels)
280(245) minutes
(6 channels)
210(175)
minutes
(6 channels)
210(175)
minutes
(6 channels)
n/a n/a
VMIM n/a 9 hrs 9 hrs 9 hrs 9 hrs, max x
8
9 hrs, max x
30
MCIM 1 2 2 4 8 8
WTIM 16 16 16 32 32 32
VoIP channels*4 5 std. Std. 4-8 6 std. 6 std n/a n/a
Redundancy No No Yes Yes Yes Yes
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 stora ge 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.
IPECS Release 5
Feature Description & Operation 5.0
2-1
2. 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) identifier 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,
1. Lift the handset or press the [
SPEAKER] button.
2. Press the {
ONE-TOUCH ACCOUNT CODE} button.
3. Place the CO/IP call as normal.
To enter an Account Code using an {
ACCOUNT CODE} button during a call:
4. Press the {
ACCOUNT CODE} button.
5. Dial the Account Code (1 to 12 digits).
6. Press ‘*’.
Or,
7. Press the {
ONE-TOUCH ACCOUNT CODE} button
SLT
To enter an Account Code prior to placing a call:
8. Lift the handset.
9. Dial Flex Numbering Plan code ‘550’.
10. Dial the Account Code (1 to 12 digits).
11. Press ‘*’.
12. Place the CO/IP call as normal.
To enter an Account Code during a call:
1. Momentarily press the Hook-switch.
2. Dial Flex Numbering Plan code ‘550’.
IPECS Release 5
Feature Description & Operation 5.0
2-2
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.
Programming
NUMBERING 1. Flexible Numbering Plan (PGM 106-Btn 8)
Related Features
Authorization Codes (Password)
SMDR (Station Message Detail Recording)
Station Flexible Buttons
Hardware
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 activates. 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 S T O P } 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]
IPECS Release 5
Feature Description & Operation 5.0
2-3
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,
1. Press the {
ALARM STOP} button.
Conditions
1. The Alarm contacts must 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/Door Bell signals will show “ALARM” or
“DOOR BELL” as appropriate.
Programming
SYSTEM 1. Alarm Enable (PGM 163-Btn 1)
2. Alarm Contact Type (PGM 163-Btn 2)
3. Alarm/Doorbell Mode (PGM 163-Btn 3)
4. Alarm Signal Mode (PGM 163-Btn 4)
S
TATION 1. Alarm/Door Bell Attribute (PGM 113-Btn 8)
Related Features
Door Open
Hardware
iPECS Phone
External contact connected to Alarm input of MFIM, refer to iPECS
Hardware Description &
Installation Manual.
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.
IPECS Release 5
Feature Description & Operation 5.0
2-4
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 Attendants are permitted to assign any Authorization code including codes for
another 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).
5. Press the [
SAVE] button.
To enter an Authorization Code when second dial tone is received:
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.
SLT
To assign a Station Authorization code:
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.
To enter an Authorization Code when second dial tone is received;
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. 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 f or 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.
IPECS Release 5
Feature Description & Operation 5.0
2-5
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 Authorization Code to continue. In case of an entry error, 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) Retry 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 grou ps may be configured to require entry of a valid Authorization 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 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.
Programming
STATION 1. Station Account (PGM 112-Btn 19)
CO/IP 1. CO/IP Group Authorization (PGM 141-Btn 8)
2. DISA Authorization Code (PGM 142-Btn 5)
IPECS Release 5
Feature Description & Operation 5.0
2-6
SYSTEM 1. DISA Retry Counter (PGM 160-Btn 5)
2. FAC Retry Count (PGM 160-Btn 16)
3. Old Auth Code Use (PGM 161-Btn 16)
4. COS 7 When Auth fails (PGM 161-Btn 17)
T
ABLES 1. LCR Check Password (PGM 221-Btn 6)
2. Station Authorization Code Table (PGM 227)
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
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 predetermined time.
Operation
System
Auto Call Release of Intercom calls:
If a station places an intercom call and the called station does not answer in the Intercom Call
Release Time, the call is terminated and the calling user receives error tone.
Auto Call Release of CO/IP calls:
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.
IPECS Release 5
Feature Description & Operation 5.0
2-7
Programming
STATION 1. Howling Tone to Stn (PGM 111-Btn 5)
S
YSTEM 1. CO Call Automatic Release Timer (PGM 180-Btn 12)
2. Intercom Call Automatic Release Timer (PGM 182-Btn 4)
Related Features
Howler Tone
Hardware
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 management 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
Station Groups
Hardware
iPECS Phone
IPECS Release 5
Feature Description & Operation 5.0
2-8
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 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 {L
OGIN} or {logout} buttons:
[
PGM] + {FLEX} + Login or Logout code + ACD Group Number (optional) + [SAVE]
To Login to a primary group using the Agent Id;
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.
To Logout of the primary 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 out of the ACD Group.
To Login to a secondary group using the Agent Id;
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.
To Logout of the secondary 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.
SLT
To Login to a primary group using the Agent Id;
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.
IPECS Release 5
Feature Description & Operation 5.0
2-9
To Logout of the primary 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.
To Login to a secondary group using the Agent Id;
1. Lift handset,
2. Dial ‘583’ the ACD Agent Secondary Login code,
3. Dial the ACD group number
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
NUMBERING PLAN 1. ACD Agent Primary Login code (PGM 109-Btn 5)
2. ACD Agent Primary Logout code (PGM 109-Btn 6)
3. ACD Agent Secondary Login code (PGM 109-Btn 7)
4. ACD Agent Secondary Logout code (PGM 109-Btn 8)
S
TATION GROUPS 1. ACD Group (PGM 191)
S
YSTEM 1. Discovery Manager Print (PGM 160-Btn 13)
2. Application Interface Msg (PGM 161-Btn 18)
Related Features
Station Groups
Hot Desk
Authorization Codes (Password)
Hardware
IPECS Release 5
Feature Description & Operation 5.0
2-10
2.5.1.3 Agent Help Request
Description
Agents request assistance from a Supervisor using the ACD Help Code, default 574. Using iPECS
Phones, agents with the {
HELP} button can request assistance without interrupting an active
conversation.
Operation
Agent iPECS Phone
To assign {
HELP} buttons:
[
PGM] + {FLEX} + ‘574’ + ACD Group Number (optional) + [SAVE]
To request Supervisor assistance while on an active ACD call,
1. Press the {
HOLD} button
2. Dial ‘574’, the Agent Help code,
3. Dial the desired ACD Group number.
Or,
1. Press the {
HELP} button.
SLT
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 there is no active Supervisor.
2. Using the {
HELP} button during a call, no signals are sent on the active conversation and the
connected party is unaware of the request for assistance.
Programming
NUMBERING PLAN 1. ACD Group Help Code (PGM 107-Btn 5)
S
TATION GROUPS 1. ACD Group (PGM 191)
2. ACD Supervisor (PGM 191-Btn 18)
Related Features
Station Groups
Supervisor Help Response
Hardware
IPECS Release 5
Feature Description & Operation 5.0
2-11
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;
[
PGM] + {FLEX} + ‘575’ + ACD Group Number + [SAVE]
To display ACD Call Queue status when the Agent is idle and on-duty;
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 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 [
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 2 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)
S
TATION GROUPS 1. ACD Group (PGM 191)
Related Features
Station Groups
Hardware
iPECS Phone with Display
IPECS Release 5
Feature Description & Operation 5.0
2-12
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;
[
PGM] + {FLEX} + ‘585’ + [SAVE]
Activation;
Automatic when Agent completes an ACD group call
Deactivation;
1. Automatically after Wrap-Up Timer.
Or,
1. Dial ‘585’ the Wrap-Up-End code.
Or,
1. Press {
WRAP-UP-END} flexible button, before expiration of the Wrap-Up Timer.
Conditions
1. During Agent automatic Wrap-Up, the assigned {WRAP-UP-END} flexible button flashes. The
button LED extinguishes when the Wrap-Up Timer expires or if the button is pressed, both
return the Agent to available.
Programming
NUMBERING PLAN 1. ACD Agent Wrap-Up-End Code (PGM 109-Btn 9)
S
TATION GROUPS 1. ACD Group (PGM 191)
2. ACD Wrap-up Timer (PGM 191-Btn 9)
Related Features
Hardware
IPECS Release 5
Feature Description & Operation 5.0
2-13
2.5.1.6 Agent On/Off Duty w/Reason Code
Description
Agents can control their status, On/Off-duty, and assign a Reason code for an Off-duty state. The
system outputs the Reason code as part of the ACD Event message output. The Reason code may
be any digit (0 ~ 9, * and #). With the exception of Reason code ‘0’, when the Agent goes Off-duty
manually, the Agent must return to the On-duty state manually.
If assigned as the Auto ACD DND code, using Reason code ‘0’ activates the ACD DND Wrap-up
timer. At expiration of the timer, the Agent is placed back On-duty. This provides the flexibility of an
Agent activated Wrap-up time.
The Agent may assign an {ACD
ON/OFF DUTY} button to for easy access. The ACD group number
and the Reason code can be assigned for an {
ACD ON/OFF DUTY (GROUP) (REASON)} button. By
entering the Auto ACD DND code, the Agent will have an ACD DND button and, if assigned Reason
code ‘0’, the Agent will return to On-duty status after the ACD DND Wrap-up time.
Operation
Agent iPECS Phone
To assign an {ACD
ON/OFF DUTY (GROUP)} button;
[
PGM] + {FLEX} + ‘571’ + (optional ACD group number) + (optional Reason Code) + [SAVE]
To toggle to Off-duty state from On-Duty,
1. Dial ‘571’, Agent On/Off Duty Code.
2. Dial ACD group number
3. Dial Reason Code (‘0’ ~ ‘9’, ‘*’ or ‘#’)
Or,
1. Press {ACD
ON/OFF DUTY (GROUP)} button.
2. Dial Reason Code (‘0’ ~ ‘9’, ‘*’ or ‘#’)
Or,
1. Press {ACD
ON/OFF DUTY (GROUP)(REASON)} button.
To return to an On-duty state;
1. Dial ‘571’, Agent On/Off Duty Code
2. Dial ACD group number
Or,
1. Press the {ACD
ON/OFF DUTY (GROUP)}
Or,
1. Press the {ACD
ON/OFF DUTY (GROUP)(REASON)} button.
To assign an {ACD
ON/OFF DUTY IN ALL HUNT GROUP} button;
[
PGM] + {FLEX} + the code for {Agent On/Off duty in all hunt group} + (optional Reason Code)
+ [
SAVE]
The code for {Agent On/Off duty in all hunt group} is in PGM109-Btn 17.
IPECS Release 5
Feature Description & Operation 5.0
2-14
To go to ON duty in all hunt group when the user is OFF duty in more one hunt group
1. Dial the code for {Agent On/Off duty in all hunt group}.
Or,
1. Press {ACD
ON/OFF DUTY IN ALL HUNT GROUP} button.
Or,
1. Press {
ACD ON/OFF DUTY IN ALL HUNT GROUP(REASON)} button.
To go to OFF duty in all hunt group when the user is ON duty in all hunt group;
1. Dial the code for {Agent On/Off duty in all hunt group}.
2. Dial Reason Code (‘0’ ~ ‘9’, ‘*’ or ‘#’)
Or,
1. Press {ACD
ON/OFF DUTY IN ALL HUNT GROUP} button.
2. Dial Reason Code (‘0’ ~ ‘9’, ‘*’ or ‘#’)
Or,
1. Press {
ACD ON/OFF DUTY IN ALL HUNT GROUP(REASON)} button.
SLT
To toggle to Off-duty state from On-Duty;
1. Lift handset or press [
SPEAKER],
2. Dial ‘571’, Agent On/Off Duty Code
3. Dial ACD group number
4. Dial Reason Code (‘0’ ~ ‘9’, ‘*’ or ‘#’)
To return to an On-duty state;
1. Lift handset or press [
SPEAKER],
2. Dial ‘571’, Agent On/Off Duty Code
3. Dial ACD group number
To go to ON duty in all hunt group when the user is OFF duty in more one hunt group
1. Lift handset or press [
SPEAKER],
2. Dial the code for {Agent On/Off duty in all hunt group}.
To go to OFF duty in all hunt group when the user is ON duty in all hunt group;
1. Lift handset or press [
SPEAKER],
2. Dial the code for {Agent On/Off duty in all hunt group}.
3. Dial Reason Code (‘0’ ~ ‘9’, ‘*’ or ‘#’)
Conditions
1. The system will output an Agent Availability message with the dialed Reason code when an
Agent changes availability status. The message will include the button type “Wrap” if the ACD
DND timer is activated.
2. The {ACD
ON/OFF-DUTY} flex button will flash while the agent is Off-duty for any reason. The
button LED extinguishes when the Agent returns to On-duty status.
IPECS Release 5
Feature Description & Operation 5.0
2-15
3. While Off-duty, the supervisor's flex button LED assigned for the Agent’s station flashes at the
DND rate. The supervisor may call the station overriding the Off-duty status.
4. The
{ACD ON/OFF-DUTY (GROUP)(0)} button overwrites other {ACD D UT Y (GROUP)} buttons, only
one {ACD
ON/OFF-DUTY (GROUP) button can be assigned at a station.
5. The default value of the ACD DND Wrap-Up Timer is 10 seconds.
Programming
NUMBERING PLAN 1. Agent On/Off Duty code (PGM 107-Btn 2)
2. Agent ON/OFF duty in all hunt group (PGM 109-Btn 17)
S
TATION 1. Auto ACD DND Reason code (PGM 113-Btn 15)
S
TATION GROUPS 1. ACD Group (PGM 191)
2. ACD DND Wrap-up Timer (PGM 191-Btn 20)
Related Features
Agent Automatic Wrap-Up
Auto ACD DND Unavailable Service
Event Messages
Hardware
2.5.2 Announcements
Description
Each ACD group can provide announcements to incoming callers. Primary and secondary
announcements are available with control timers. The first announcement is played after 1
st
control
timer. The 2
nd
control timer determines the period between the first and second announcement. The
second announcement can be replayed at defined intervals. If desired, the primary message can be
defined to play in full to all callers as a ‘guaranteed announcement’ or only for calls that queue.
When enabled, a CIQ (Calls in Queue) announcement is played to callers that are queued to the
ACD group. The CIQ announcement (“Your Call is number xx in Queue”) is played to queued callers
after the 1
st
announcement is played and again after each time the 2nd announcement is played.
Internal callers with an iPECS Display Phone also receive the “You are xx in queue” display
message.
Operation
System
ACD group announcements are played automatically based on the ACD group assignments.
System Attendant
To record a VMIM/VSF Announcement for an ACD Group;
1. Press the [
PGM] button.
2. Dial ‘06’, the VMIM/VSF Record code.
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