Document Name iPECS UCP – How to enable position in queue or call queuing message in an ACD group Author  Jess Portugal Publish Date 21/09/2018 Version 1.0 Reference   

 

1. Version Information 

 

Date Author  Update Information Version 21/09/2018 Jess Portugal 1st Draft 1.0
 
 

2. Document Purpose & History

 

This document is intended to provide the reader with the required information on how to enable position in queue or call queuing message in an ACD group.

 

 

iPECS UCP – How to enable position in queue or call queuing message in an ACD group

 

 

 

 

You will need to create an ACD group in PGM 190 and add its members, as shown in this example:

 

 

Then go to attributes and enable the feature called CIQ Announcement.

 

 

 

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 1st announcement is played and again after each time the 2nd announcement is played.

 

Be aware calls will not queue until the group is deemed as busy – in other words once all stations are in use call will queue. This will need to be taken into account and the use of ACD DND could be used to busy members out if they are not available to take calls.

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