Group Name; Incoming Call Routing - LG iPECS Feature Description & Operation

IPECS Release 5
Feature Description & Operation

2.5.8 Group Name

Description
Each hunt group is assigned a name of up to 12 characters. The name is employed as the called
party display for internal callers in the output of group statistics.
Operation
System
Operation of this feature is automatic when programmed.
Conditions
Programming
STATION GROUPS
Related Features
Station Groups
Hardware

2.5.9 Incoming Call Routing

Description
Incoming calls to an ACD group route directly to the station/agent that has been idle the longest
(Uniform Call Distribution) or an ACD group announcement recorded by an Attendant. If all agents
are busy, the call is queued to the group or routes to the Alternate Destination. The queued caller
receives ACD group announcements or audio from the defined music source. Callers that remain in
queue receive audio from the defined music source or ring-back tone and, after the defined Overflow
time, route to an Overflow destination.
Agents can be assigned a priority from '0' ~ '9', '0' being the lowest priority and '9' the highest. When
priorities are assigned, calls are routed to the highest priority Agent that has been idle the longest.
If there are no Agents active in the group when a call arrives, the call will receive the "No Member"
treatment. Intercom calls receive re-order and external callers are routed to an Attendant.
Operation
System
Routing of ACD group calls is automatic based on the ACD group assignments.
1. Station Group Attributes (PGM 191)
Terminal/Cirular Group Name (PGM 191-Btn 20)
ACD Group Name (PGM 191-Btn 22)
Ring Group Name (PGM 191-Btn 18)
VM Group Name (PGM 191-Btn 9)
UCS Group Name (PGM 191-Btn 16)
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5.0