ACD 2000 Extended Agent Skill Groups is an enhancement to the ANSWER PLUS Automatic Call Distribution II (ACD 2000) feature.
The ANSWER PLUS Automatic Call Distribution II (ACD 2000) feature supports a maximum of 64 agent skill groups, with up to 150 agents in each group. If you enable the ACD 2000 Extended Agent Skill Group option, the maximum number of agent skill groups increases to 256 for the MXe Server and 128 for all other controllers, with up to 500 agents per group.
Note: A total of 350 users can be logged in at any one time.
The ANSWER PLUS Automatic Call Distribution II (ACD 2000) feature is a prerequisite for ACD 2000 Extended Agent Skill Groups.
If you have more than the maximum agent skill groups programmed when you enable this feature, you will only retain the permitted maximum number of groups (128 or 256) when you perform a backup.
The total number of agent skill groups includes ACD groups for which the system is the primary element, ACD groups for which the system is the secondary element, and ACD Express groups.
Program ANSWER PLUS Automatic Call Distribution II (ACD 2000).
In the License and Option Selection form, set "Extended Agent Skill Group" to Yes.
In the ACD Agent Skill Groups form, program up to 500 agents per group. Program other fields as described for ANSWER PLUS Automatic Call Distribution II (ACD 2000).
Note: An agent can appear only once in a single agent skill group.
None.
