To program ACD Express Groups:
ACD Express Groups form.
The rules that govern ACD Express Group and Member configuration are the same as those that govern ACD 2000 ACD Paths and ACD Agent Skill Groups.
Ensure that you have enough IP user licenses available for the desired number of ACD Express Agents.
When an ACD Express Group installation requires a number of overflow When overflow occurs in a call centre environment, calls will overflow from one group to another group or location. There are two types of overflow: Intraflow and Interflow. Intraflow occurs when calls flow between agent groups and Interflow is when calls flow out of the ACD to another location. groups in support of one or more primary groups, the configuration is slightly different from ACD 2000 paths and/or MCD Hunt Groups:
The primary ACD Express Group Interflow Interflow is a time-based or load-based feature that takes an ACD call out of the path and routes it to the interflow answer point (if programmed). All calls that interflow lose their priority in the Queue. point is configured with the pilot number of an overflow ACD Express Group.
If a second overflow group is required, the first overflow group's Interflow point is configured with the pilot number of the second overflow ACD Express Group. ACD Express Groups can be chained in this manner to provide the desired number of overflow groups.
The last overflow group often has its Interflow point configured as a voice mail system pilot number.
If the primary and/or some overflow groups are configured NOT to queue calls when the group contains no logged in and present members, to avoid breaking the chain of overflow groups, these groups may have their Group Unavailable Answer point configured the same as the Interflow destination.
When ACD Express is configured as described above, calls do not remain queued to previous groups after interflowing.
ACD Express Groups form
