Adding/Removing Advanced Plus Endpoint Licenses and ACD Group User Licenses
NOTE – This KB is only relevant to customers using Analytics Advanced Plus Licenses
When a customer is using Analytics Advanced Plus, Endpoints must be manually assigned in order to monitor users and groups.
Applying […]
How to Return a DDI Number
To return a number, you need to remove any associating this number has,
it could be linked to an extension, a group, a site or the company’s outgoing caller ID to name a few.
The complete list will be […]
Calls Cutting off Whilst Ringing in a Hunt Group
This issue is caused by the carrier sending a bye message after a period of time that the called party does not answer.
To resolve this, you need to turn on Send Answer Signal for announcement in […]
Primary and Secondary ACD Groups
In Cloud version 6, you now need to assign secondary groups to the ACD user within the customer manager portal.
You won’t be able to add a group within the iPECS ONE client or enter a secondary group via the feature […]
ACD Reason Code
To create an ACD reason code, you need to go to ACD Not Ready Reason.
You can set the Reason Code Usage to Use.
When in use, agents will have to enter a reason code when they are logging off the queue.
ACD Callback Feature
You can enable Callback on your ACD queue.
Callback calls will either retain their position in the queue or be placed at the back (dependent on configuration.
Once a Callback Call reaches the front of a queue, an Agent will be allocated […]
Display Name on Voicemail
To display the name of the person who left a voicemail, you need to have the number and name saved under the Company Directory.
This entry needs to have the group speed bin and group name assigned to them.
Pickup Group Member Notification for iPECS ONE User
You can enable a notification for iPECS ONE users to know when someone from their pick up group is receiving a call.
This is beneficial for remote iPECS ONE users to know when someone is receiving a call […]
Voice Mail Schedule and Uploading a Greeting for Shared Line
On the Customer Manager Portal under Company > Voicemail Schedule > Shared Line Schedule,
you can upload greetings for your shared lines and set days and times those greetings will play.
First, select the shared […]
Call Recording Access History
You can view the history log of who listened to or downloaded call recordings.
Select one of the calls under call recording, the Call Record Access History window will be displayed underneath.
On that window, will be […]
