Document name iPECS One (VERSION 3) – ACD Agent Setup Author  Ethan Hart-Coombes Publish Date 16/01/2023 Version  1.0 Reference  

 

1. Version Information 

 

Date Author Update Information  Version 16/01/2023 Ethan Hart-Coombes 1st draft 1.0        

 

 

2. Document Purpose & History

With the introduction of Cloud Version 5.5 and iPECS One version 3.0, Single-Client iPECS One users can be put into ACD groups and act as agents. This KB covers how to set up a ONE user to be an ACD Agent.

iPECS One (VERSION 3) – ACD Agent Setup

NOTE – AN IPECS ONE USER CAN ONLY BE AN ACD AGENT IF THEY ARE A SINGLE CLIENT EXTENSION


  1. On the Customer Manager portal, navigate to your iPECS One user extension within User > User Setup

  2. Under Feature, double click to edit and then click the Additional Feature “+” symbol.

  3. Within the “Additional Feature” window, select the ACD group user license, and then click “Save”.

  4. Browse to the relevant iPECS One URL, and before logging in, select the settings cog in the top right:

  5. In Login Settings, change the “Call Mode selection” drop down to “ACD Agent”.

  6. Exit the settings, and log in to iPECS One.

 

Attached to this KB is a document that covers the ACD functionality within iPECS One

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