Ensure that a suitable plan has been prepared and is available
Ensure that the ACD Active Agent Licenses are entered in the License and Option Selection form.
Configure ACD sets and/or hot desk enabled sets:
For traditional ACD agents, assign telephones as ACD sets by setting ACD Enabled to "Yes" in the Multiline IP Sets or Multiline DNI Sets form
For hot desk ACD agents, program hot desk enabled Multiline IP Sets. In the Class of Service Options form of the Multiline IP Phones, set the "Hot Desk Login Accept" field to "Yes". If you want the hot desk agents to use the traditional agent telephone user interface, assign the Multiline IP Phones as ACD sets by setting ACD Enabled to "Yes" in the Multiline IP Sets or Multiline DNI Sets form.
Configure traditional or hot desk ACD agents
Note: Do not configure both traditional ACD agents and hot desk ACD agents on the same system.
If you are using traditional ACD agents, assign the agent ID numbers in the ACD Agent IDs form.
If you are using hot desk ACD agents, see Adding_multiple_new_hot_desk_ACD agents or Adding_a_single_hot desk ACD_agent.
If you are configuring a resilient ACD system, configure the agents as resilient hot desk ACD agents. Refer to ACD Resiliency in the Resiliency Guide for details.
Note: The agent ID number must be a unique number in the directory.
Ensure that all agents are members of an ACD agent skill group if they are to take path calls. An agent skill group should contain at least one agent ID.
If you are configuring a resilient ACD system, you must enable resiliency for the agent skill group. Refer to ACD Resiliency in the Resiliency Guide for details.
ACD Paths form
When you program RADs and RAD groups
in an ACD path, the 'Delay To Start' time overrides
the ANSWER PLUS 'Delay to Answer Time' in the RAD's
Class of Service.
To recall an ACD Paths form, enter the path directory number. If the
directory number is new, the form will display the default values.
If you are configuring a resilient ACD system, program the paths to the remote cluster agent skill groups by entering the remote digits (CEID digits) into the appropriate field in the ACD Paths form. Also, enter values for the Remote Agent Group Priority field and Remote Agent Blocking Timer fields in the ACD Paths form. You must complete these fields if the agent skill group is resilient and if one of its controllers is the same as the path controller. The values in these fields are only applied when calls are queuing remotely to the agent skill group.
User and Device Configuration
form
Use the User and Device Configuration search to find the Agent ID numbers
that you assigned in the ACD Agent IDs form. Assign names to the numbers.
In ACD 2000, the agent name, agent ID, path name, path directory number,
group name, and group directory number can be entries along with regular
user names and extensions.
Class
of Service Options form
Enable "ACD 2000 Logout Agent No Answer Timer".
Class
of Service Options form (optional)
To allow Silent Monitoring, enable ACD Silent Monitoring - Allowed
in the supervisor's Class of Service and enable COS option ACD Silent
Monitoring - Accept for the agents or at least one member of the hunt
group.
Multiline
Set Keys form
ACD sets must have prime lines of the "single line" type.
Program Specific Group Threshold Alert (specific grp
alert) keys for Supervisors' telephones. Program the directory number
for the Specific Group Threshold Alert key at the set, and assign it in
the Agent Skill Groups form as
the Alert Device.
Program Generic Group Threshold Alert (generic grp
alert) keys for Agents' telephones. Do not specify directory numbers for
Generic Group Threshold Alert keys.
Note: The "Generic Group Alert" key does not work if an agent is a member of more than one group. Generic Group is intended to display single queue status when an agent logs in. If the agent belongs to multiple groups, the Generic Group Alert function does not know which group to display and will not work. In this situation, to display the queue status for each group that includes that particular agent, program a "Specific Group Alert" key for each group.
Feature
Access Codes form
Define the feature access codes for ACD features.
System
Options form
Enable "ACD 2000-Auto Logout Last Agent on
No Answer".
Hunt
Groups form
"ACD" and "Phantom" numbers will become "Path"
numbers.
Phantom hunt groups may still be used for ACD 2000 but will probably
not be required.
The first member of each of these hunt groups will have to be noted
to reference Station Attributes.
"ACD" hunt group members will be assigned new "Agent
ID's" and grouped into "Agent Skill
Groups". RAD's and Alert Devices defined in the "ACD" hunt
groups will be used in the ACD Paths form.
Agent Skill Groups form
Set the Group uses Skill Level Level
field to "Yes".
For each agent, set the Skill Level
field to a value between 1 (highest skill level) and 255 (lowest skill
level).
An agent can appear only once in a single agent skill group.
To disable Skill-Based Routing for an agent skill group, clear the
Skill Skill Level field of all
agents, commit the form, set the Group uses Skill Level Level
field to "No", and commit the form again.
Application
Logical Ports form
Enable Real Time Event records by defining "ACD Report Port".
To enable Dial Out of ACD:
In the ACD Path Interflow Dialing Lists:
Enter
the destination Directory Numbers that are dialed
when a caller presses a programmed digit during a RAD message.
Note: The maximum number of digits for destination Directory
Numbers is seven. For longer Directory Numbers,
the destination Directory Number can be programmed
as a Speed Call to provide a lengthier digit string.
Ensure that the digits and destinations programmed match the information specified in the RAD messages.
In the ACD Paths form, set the DTMF Receiver Unavailable Action to:
Play RAD if the RAD message is to be played and the call will continue without the capability to dial out of the path during the recording.
Skip if the RAD message is not played and the call will continue without the capability to dial out of the path during the recording.
Divert if the call is to be diverted to the destination defined by the DTMF Receiver Unavailable Answer Point Directory Number field. If you are selecting the Divert option, enter a destination value into the DTMF Receiver Unavailable Answer Point Directory Number field.
For each recorded announcement:
Reference the appropriate instance in the Path Assignment Dialing List field of the ACD Path Interflow Dialing Lists form.
Set the Release Digit Receiver After Recording field to Yes or No. If this field is set to Yes for a particular recording, callers can dial out during the RAD but not once it has finished. If the field is set to No, then the caller will be able to dial out following completion of the RAD too. This capability remains available until a recording with different programming is played, the call is answered, or the caller clears the line.
Note: The ACD Paths and the ACD Path Interflow Dialing Lists forms can be programmed in any order.
