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iPECS-CM
Operation Manual
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LG-Ericsson iPECS-CM Operation Manual

iPECS-CM
ACD & CTI Feature Description & Operation Manual
Please read this manual carefully before operating System. Retain it for future reference.
iPECS-CM ACD & CTI Feature Description and Operation Issue 3.5
Revision History
ISSUE
DATE
DESCRIPTION OF CHANGES
1.0
15-Apr-10
Preliminary release
2.0
15-Oct-10
Initial Release
3.0
30-Jun-11
Related WMS Menu update
3.1
02-Dec-11
New Edition including Version 3.0
3.2
23-Dec-11
Update for changed WMS menu
3.3 General Update
3.4
26-MAY-13
ACD Group No. update
3.5
26-Dec-13
Changed Ericsson-LG to Ericsson-LG Enterprise
Copyright© 2010 Ericsson-LG Enterprise Co., Ltd. All Rights Reserved
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 violat ion of Copyright Laws. Eri csson-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 accur ate 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 Ericss on-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-CM ACD & CTI Feature Description and Operation Issue 3.5
i
Table of Contents
1. ACD CTI INTRODUCTION .................................................................................................. 1
2. ACD SYSTEM FEATURES ................................................................................................. 4
2.1 ACD CAPACITIES .......................................................................................................... 4
2.2 AUTOMATIC CALL DISTRIBUTION ..................................................................................... 4
2.3 QUEUE ANNOUNCEMENT ............................................................................................... 5
2.4 QUEUED CALL DISPLAY ................................................................................................. 6
2.5 NIGHT SERVICE ............................................................................................................. 7
2.6 HOLIDAY SERVICE ......................................................................................................... 8
2.7 OVERFLOW SERVICE ..................................................................................................... 9
2.8 TIME OUT REROUTING ................................................................................................... 9
2.9 ACD TRUNK ANSWER (QUEUE ANSWER/AGENT ANSWER) ............................................. 10
2.10 ACD GROUP/AGENT CALL TRAFFIC.............................................................................. 11
3. ACD AGE N T S .................................................................................................................... 14
3.1 LOG ON ...................................................................................................................... 14
3.2 AGENT LOG OFF ......................................................................................................... 16
3.3 ACD AUTOMATIC ANSWER .......................................................................................... 17
3.4 RELEASE BUTTON ....................................................................................................... 18
3.5 WORK MODE .............................................................................................................. 19
3.6 NOT READY MODE ...................................................................................................... 21
3.7 HANDSET/HEADSET MODE ........................................................................................... 22
3.8 RING/TONE MODE ....................................................................................................... 23
3.9 SKILL BASED ROUTING ................................................................................................. 24
3.10 LOG OFF CALL RESTRICTION ....................................................................................... 25
3.11 INTER-AGENT CALL RESTRICTION ................................................................................. 26
3.12 AGENT NO ANSWER SERVICE ...................................................................................... 26
3.13 AGENT INDIVIDUAL NUMBER DND ................................................................................ 27
3.14 AGENT ANSWER ANNOUNCEMENT ................................................................................ 28
3.15 AGENT ACD CALL INDICATION ..................................................................................... 28
3.16 AGENT HELP FEATURE ................................................................................................ 29
4. ACD SUPERVISOR ........................................................................................................... 31
4.1 SUPERVISOR ACD GROUP CALL FORWARD .................................................................. 31
4.2 SUPERVISOR NIGHT SERVICE ....................................................................................... 32
4.3 SUPERVISOR HOLIDAY SERVICE ................................................................................... 33
4.4 SUPERVISOR OVERFLOW COUNT CONTROL .................................................................. 34
4.5 SUPERVISOR SILENT MONITOR ..................................................................................... 35
5. CALL VECTOR .................................................................................................................. 37
5.1 CALL VECTOR SERVICE OVERVIEW ............................................................................... 37
5.2 ACD PILOT CALL VECTOR SCHEDULE .......................................................................... 39
iPECS-CM ACD & CTI Feature Description and Operation Issue 3.5
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6. CTI ..................................................................................................................................... 40
6.1 CTI CALL PROCESSING ............................................................................................... 40
6.2 GLOBAL CALL ID ......................................................................................................... 40
6.3 PRI UUI ..................................................................................................................... 41
6.4 WORK MODE ROUTING RESTRICTION ........................................................................... 42
6.5 DNIS (DIALED NUMBER IDENTIFICATION SERVICE) ........................................................ 42
6.6 RBT RESTRICTION UPON TRUNK OG DIVERT ................................................................ 43
6.7 CSTA LINK CHECK ..................................................................................................... 43
6.8 CTI ROUTING FAIL REROUTING .................................................................................... 44
6.9 EMERGENCY REROUTING (ACD/UCD) ......................................................................... 44
6.10 CTI ROUTING POINT .................................................................................................... 45
6.11 CTI MONITOR STATUS DISPLAY ................................................................................... 46
6.12 CTI LINK DISPLAY ....................................................................................................... 46
6.13 MULTI CTI SERVER INTERFACE .................................................................................... 47
7. CTI PROTOCOL ................................................................................................................ 48
7.1 INTERFACE ................................................................................................................. 48
7.2 CSTA PHASE II PARAMETER ........................................................................................ 49
7.3 CSTA PHASE II PICS ................................................................................................. 50
iPECS-CM ACD & CTI Feature Description and Operation Issue 3.5
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1. ACD CTI Introduction
Automatic Call Distribu tion (ACD) service distributes incoming calls to a specific group of terminals (ACD Agent Group) based on predefined routing rules such as longest-idle-agent-first, most-skilled­agent-first, etc. ACD is commonly used in contact centers that handle large volumes of incoming callers who require assistance that can be provided from any of multiple persons (e.g., customer service representatives) at the earliest opportunity.
Along with Computer Telephony Integration (CTI), ACD provides more intelligent routing as well as various supplementary services by providing a communication link with external applications such as CRM (Customer Relationship Management).
CTI maximizes work efficiency and improves customer service via communication between the computer database systems and the telephone system to implement advanced call routing services. It provides not only basic features such as automatic dialing, intelligent call routing, automatic information window pop-ups related with an incoming call, automatic information transfer related with the transferred calls, caller recognition, but also supplementary features including voice recording/retrieving, voice recognition, FAX integration and SMS integration.
The CTI link is the connection between the PBX and CTI Server that can be configur ed to meet the needs of the contact center environment and CTI application vendor specification. The CTI link in iPECS CM is compatible with ECMA standard (CSTA Phase-II).
Figure 1 iPECS-CM ACD CTI Basic Configuration
iPECS-CM ACD & CTI Feature Description and Operation Issue 3.5
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iPECS-CM supports up to five (5) concurrent CTI links and each can be configured as Active or Standby based on CTI Server policy.
Figure 2 iPECS-CM CTI Server Interface Configuration
The following tables describe features and functions available to each of the ACD user types and terminals.
SLT
LDP Series
LIP Series
SIP Phone
WIT-400H
ACD Supervisor
N Y Y N N
ACD Assistant Supervisor
N Y Y N N
ACD Agent
Y Y Y Y N
SLT
LDP Series
LIP Series
SIP Phone
WIT-400H
ACD System Feature
Automatic Call Distribution
Y Y Y Y N
Queue Announcement
Y Y Y Y N
Queued Call Display
N Y Y N N
ACD Agent Feature
Log On
Y Y Y Y N
Log Off
Y Y Y Y N
ACD Automatic Answer
N Y Y N N
Release Button
N Y Y N N
Work After Call Mode
Y Y Y Y N
Not Ready Mode
Y Y Y Y N
Automatic Work After Call
Y Y Y O N
Automatic Work After Call
Release
Y Y Y N N
Handset/Headset Mode
N Y Y N N
iPECS-CM ACD & CTI Feature Description and Operation Issue 3.5
3
SLT
LDP Series
LIP Series
SIP Phone
WIT-400H
Ring/Tone Mode
N Y Y N N
Call Release Using Work Mode Button during Agent
Call
N Y Y N N
Handset/Headset Setting
upon Agent Logon
N Y Y N N
Handset/Headset Setting
upon Agent Logoff
N Y Y N N
Ring/Tone Mode Setting
upon Agent Logon
N Y Y N N
Automatic Answer upon
Agent Logon
N Y Y N N
Agent ACD Call Indication
N Y Y N N
iPECS-CM ACD & CTI Feature Description and Operation Issue 3.5
4
2. ACD System Features
2.1 ACD Capacities
The chart below summarizes the iPECS-CM ACD capacities.
ITEM
QUANTITY
Max. ACD Group
800
Max. ACD Agent
6000
Max. ACD Agent/ACD Group
1000
Max. Waiting Call/ACD Group
500
Max. Waiting Step/ACD Group
5
Supervisor/ACD Group
1
Assistant supervisor/ACD Group
30
Agent Skill Level
255
ACD Agent Terminal Type
Digital, Analog, IP, SIP Phones
ACD Key Number/ACD Group
20
2.2 Automatic Call Distribution
Description
Incoming calls to the ACD group ‘Key Number’ are distributed to ACD agen ts based on configuration of the ACD Group, which is accomplished through WMS.
Operation
ACD Group key number
called
Agent(s)
Available?
Differing
Skill levels?
Yes
Yes
Yes
Queue Call,
Play announcement
Route to longest
idle agent
Route to Agent with
highest skill level
No
No
iPECS-CM ACD & CTI Feature Description and Operation Issue 3.5
5
Conditions
If no agent is available, the call is queued and the assigned announcement is heard (refer to
Section 2.3).
Related WMS Menu
Data Management > ACD/CTI Information > ACD Group > “Key Number” > ACD/CTI Information > ACD Group > “Agent Phone Number”
Related Features
Queue Announcement
Work Mode
Not Ready Mode
Log On
Hardware
2.3 Queue Announcement
Description
If there is no agent available for an incoming call to an ACD group, the call is queued and an announcement played based on the ACD Group Tone configuration.
Recorded announcements can be checked with feature codes from terminals including the ACD supervisor, assistant supervisor and agent.
Operation
To assign a Flex button for {ACD Announcement Play} operation using the Extension User program:
[PGM] + {FLEX} + Button Feature Type (2) + Feature Code {ACD Announcement Play} + [SAVE]
To check the recorded announcement from a terminal:
1. Dial the {ACD Announcement Play} Feature code.
2. Press the ACD Tone Index assigned for the ACD Group Tone.
Conditions
Separate queue announcements can be programmed for each ACD group.  Up to five (5) steps can be configured for each ACD queue. Each of the queue steps can
have separate announcements.
The maximum length of an announcement is 600 seconds.
iPECS-CM ACD & CTI Feature Description and Operation Issue 3.5
6
Related WMS Menu
Data Management > ACD/CTI Information > ACD Group Attribute > “Waiting Step” > ACD/CTI Information > ACD Group Tone > 1st ~ 5th Announcement
Related Features
Call Vector
Hardware
2.4 Queued Call Display
Description
The number of queued calls is displayed in the terminal LCD (IP phone and Digital phone) of agents, supervisors, and assistant supervisors logged on to the ACD group. The ‘calls in queue display’ by default is disabled.
In addition to displaying Queued Call information to members of an ACD group, the Queued Call display information can be sent to members of other ACD groups. A maximum of five (5) ACD groups can receive the Queued Call display for an ACD group.
The Queued Call information is sent at regular intervals from 10 to 100 seconds defined in 10­second increments.
Operation
Conditions
It is recommended the option to send the queued call display to other groups in high traffic
sites due to the increased system-processing load required.
Related WMS Menu
Data Management > ACD/CTI Information > ACD Group Attribute > “Queued Call Count
Display Option”
> ACD Group Attribute > “Time Interval of Queued Call Count Display
Option”
> ACD Group Attribute > “Group Number for Queued Call Count Display”
Related Features Hardware
iPECS-CM ACD & CTI Feature Description and Operation Issue 3.5
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2.5 Night Service
Description
Calls terminated to an ACD group while the system is in the Night mode are given one of the following services:
Release  Night announcement  Forwarding to another number
The Night service mode is applied in the following cases:
Automatic mode based on time information  Change to Night mode by ACD supervisor using the Night button ( refer to S ection 4.2,
Supervisor Night Service)
Administrative change to Night mode through WMS
Operation
Conditions
Related WMS Menu
Data Management" > ACD/CTI Information > ACD Group Service State > “Night” > ACD/CTI Information > > ACD Group Attribute > “Service State” > ACD/CTI Information > ACD Group Attribute > “Time Zone No.” > ACD/CTI Information > ACD Group Tone> “Night Announcement”
Related Features
Hardware
iPECS-CM ACD & CTI Feature Description and Operation Issue 3.5
8
2.6 Holiday Service
Description
Calls terminated to an ACD group while the system is in the Holiday mode are given one of the following services:
Release  Holiday announcement  Forwarding to another number
Holiday mode can be applied for the following cases.
Automatic mode based on time information  Change to Holiday mode by an ACD supervisor using the Holiday button (refer to
Section 4.3, Supervisor Holiday Service)
Administrative change to Holiday mode through WMS  To use the multiple holiday announcements, 10 kinds of holiday can be assigned in
System T ime Zone. And 10 kinds of holiday announcement can be assigned in ACD Group Tone.
Operation
Conditions
Related WMS Menu
Data Management > ACD/CTI Information > ACD Group Service State > “Holiday” > ACD/CTI Information > ACD Group Attribute > “Service State” > ACD/CTI Information > ACD Group Attribute > “Time Zone No.” > ACD/CTI Information > ACD Group Tone > “Holiday Announcement”
> System Management > System Time Zone > “ ACD Holiday Announcement”
Related Features
Hardware
iPECS-CM ACD & CTI Feature Description and Operation Issue 3.5
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2.7 Overflow Service
Description
Calls terminated to an ACD group in Overflow mode are given one of the following services:
Release  Overflow announcement  Forwarding to another number
The Overflow mode is applied when the number of calls in queue exceeds the Overflow Call Count (up to 500) for the ACD Group. The Overflow Call Count can be changed through WMS as well as a Supervisor terminal (refer to Section 4.4).
Operation
Conditions
Related WMS Menu
Data Management > ACD/CTI Information > ACD Group Attribute > “Service State” > ACD/CTI Information > ACD Group Attribute > “Overflow Call Count” > ACD/CTI Information > ACD Group Tone> “Overflow Announcement” > ACD/CTI Information > ACD Group Service State > “Overflow”
Related Features
Hardware
2.8 Time Out Rerouting
Description
If a call cannot be delivered to an agent and th e last announcement step in the queue completes, the call can be rerouted to another destination (ACD Group, Extension or Trunk). This feature provides a timed Overflow, when a call has been in queue for the defined time-out.
Operation
Conditions
iPECS-CM ACD & CTI Feature Description and Operation Issue 3.5
10
Related WMS Menu
Data Management > ACD/CTI Information > ACD Group Attribute > “Waiting Step” > ACD/CTI Information > ACD Group Attribute > “Rerouting Usage on
Queuing Time out”
> ACD/CTI Information > ACD Group Attribute > “Rerouting Destination
on Queuing Time out”
> ACD/CTI Information > ACD Group Tone > 1
st
~ 5th Announcement
Related Features
Hardware
2.9 ACD Trunk Answer (Queue Answer/Agent Answer)
Description
Answer supervision for an ACD call can be sent to the carrier when the call is queued or when the call is answered by an agent. The answer supervision timing is configured in WMS as:
Send Answer when the call is queued
The call is answered when the call is queued to the ACD Group.
Send Answer when the call is answered by an agent The call is answered when an agent answers the call, not when the call is in queue.
Operation
Conditions
The network may release the “unanswered call” in queue if the queue time exc eeds t he
service provider’s Ring no-answer timer.
Related WMS Menu
Data Management > ACD/CTI Information > ACD Group Attribute > “Answer Signal Send
Time to I/C Trunk Call”
Related Features
Hardware
iPECS-CM ACD & CTI Feature Description and Operation Issue 3.5
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2.10 ACD Group/Agent Call Traffic
Description
ACD Group Call Traffic and Agent Call Traffic are automatically saved in the System. Supervisor and Assistant Supervisors can check these kinds of Traffic data on their IP/Digital­Phone. And also Supervisor and Assistant-Supervisors can access ACD Group Call Traffic and ACD Agent Call Traffic menu in WMS and then check and clear Traffic data. ACD Group Call Traffic can be printed periodically as Information-Data format through TCP port. And also Supervisor and Assistant Supervisors can print these kinds of data manually.
Operation
1. Supervisor and Assistant Supervisors can check ACD Group Call or Agent Call Traffic
with {ACD Supervisor Traffic Info} feature code.
1) ACD Group Call Traffic
ACD Group call data will be saved and Traffic Data format is just like bellow lis t s .
Total Calls Count Unanswered Call Count Average Call Time 00:00 (minute: second) Average Ring Time 00:00 (minute: second) Busy Count and Time 00:00:00 (hour: minute: second) Number of calls count in Current Queue
Average Queued Time 00:00 (minute: second) and Longest Queued Time 00:00
(minute: second)
− Supervisor can check all of data with Volume Up/Down Key or Up / Down in Navigation Key.
− During checking the Group Call Traffic information, Supervisor can clear all of Group Call Traffic with [SPEED] button. If Supervisor uses 3-soft keyset, Delete menu will be displayed at 3-soft menu.
− Average Call time means average conversation time of all of agent ACD call.
− Busy count means how many times all of agents are busy. And Busy time means total
accrued Times of Agent’s busy state.
− Information about Queued data will be always computed when there are queued ACD calls in Queue.
2)
Agent Call Traffic
Agent’s ACD call data will be saved and Traffic data format is just like bellow lists.
Total Calls Count Unanswered Call Count Average Call Time 00:00 (minute: second) Average Ring Time 00: 00 (minute: second) Last Log-In Time 00:00:00 (hour: minute: second)
− When Supervisor enter Agent Call Traffic feature, first agent data will be displayed. And Supervisor can check all of agent data with Volume-Up/Down button or Up/Down in Navigation Key.
− During checking the Group Call Traffic information, Supervisor can clear all of Group Call
iPECS-CM ACD & CTI Feature Description and Operation Issue 3.5
12
Traffic with [SPEED] button. If Supervisor uses 3-soft keyset, Delete menu will be displayed at 3-soft menu.
− Average Call time means average conversation time.
− When supervisor check the Last Log On Time at ACD Group Call Traffic menu in WMS,
Log on date is able to be displayed.
2. ACD Group/Agent Call Traffic data are able to be displayed in WMS
3. Traffic data Print to TCP Port
- WMS> ACD Group Attribute > Traffic Data Print Usage : “Use”
- WMS> ACD Gr oup Attribute > Traffic Data Print interval (sec): 10 ~ 2500 sec.
- The ACD Group traffic data will be periodically printed though TCP 9010 port.
- When WMS> ACD Group Attribute > Traffic Data Clear After Print is set to “USE”, Traffic data will be deleted after transmitting.
Periodic Print ACD Group Call Traffic Format
~ 1 = 2 = 3 = 4 = 5 = 6 = 7 = 8 = 9 = 0 cr lf
Field(s) DESCRIPTION
~(tilt) Means start of A CD st atistic s a nd is always located at first column
=(equal) Delimiter between each meaningful data
1 ACD Group number 2 Total call counter 3 Unanswered call counter 4 All busy counter 5 Average ringing time (ex., 96=1 min 36 se c) 6 Average call service time (ex ., 25=0 min 25 sec) 7 Total busy time (ex., 64=1 min 04 sec) 8 Number of current queued calls 9 Longest queued time 0 Average queued time lf Line Feed (0x0A)
cr Carriage Return (0x0D)
Supervisor or Assistant Supervisors can print Group Call Traffic data through TCP port manually.
1. Press {ACD Supervisor Traffic Info} feature code.
2. Choose Group Traffic data.
3. Press [HOLD/SAVE] button for printing data through TCP port.
Supervisor or Sub-Supervisor can print Agent Call Traffic data at Information-Print port.
1. Press {ACD Supervisor Traffic Info} feature code.
2. Choose Agent Traffic data.
3. Find desired Agent number with “*” or “#” button, Left/Right in Navigation Key.
4. Press [HOLD/SAVE] button for printing data through TCP port.
iPECS-CM ACD & CTI Feature Description and Operation Issue 3.5
13
Agent Call Traffic Format
~ 1 = 2 = 3 = 4 = 5 cr lf
Field(s) Description
~(tilt) Means start of A CD st atistic s a nd is always located at first column
=(equal) Delimiter between each meaningful data
1 Each Agent number 2 Total call counter 3 Unanswered call counter 4 Average ringing time (ex., 96=1 min 36 se c) 5 Average service time (ex., 96=1 min 36 sec) lf Line Feed (0x0A)
cr Carriage Return (0x0D)
Conditions
Related WMS Menu
Data Management > ACD/CTI Information > ACD Group Call Traffic
> ACD/CTI Information > ACD Agent Call Traffic > ACD/CTI Information > ACD Group Attribute > “Traffic Data Print Usage” > ACD/CTI Information > ACD Group Attribute > “Traffic Data Print Interval” > ACD/CTI Information > ACD Group Attribute > “Traffic Data Clear After Print”
Related Features
Hardware
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