S-ICX-5.0-520 (ACD 4.0) S-ICX (International) issued October 2000 iii
Contents
General System Information
.............................................................. 1
Configuration
................................................................................................................ 1
Specifications
................................................................................................................ 2
Basic Service Flow
....................................................................................................... 3
ACD Call Handling Program
........................................................................................ 4
Selecting Program Processing
.............................................................................. 4
Programming by Commands
................................................................................. 6
Transfer Destination Voice Number
.................................................................... 12
Supervisor Features
................................................................................ 13
Common Supervisor Menu Operations
.................................................................... 13
Activating Supervisor Menu
................................................................................. 13
Common Supervisor Customisation Operations
............................................... 14
Supervisor Customisation
......................................................................................... 14
Direct Incoming Call Setting
................................................................................. 15
Transferring Incoming Call Setting
...................................................................... 17
DID Call Setting
...................................................................................................... 19
Ext. Group Call Setting
......................................................................................... 21
Changing Supervisor IDs and User Information Recording ID
......................... 23
Setting Agent IDs
................................................................................................... 24
Confirming Agent IDs
............................................................................................ 26
Setting Service Flow Details
................................................................................. 26
Supervisor Monitoring
................................................................................................ 28
Traffic Information
................................................................................................. 29
Waiting Calls
.......................................................................................................... 30
Agent Status
.......................................................................................................... 30
MIS Report Features
................................................................................................... 32
MIS Report Outline
................................................................................................ 32
