The Networked ACD feature requires the following features to be operational:
ACD 2000
ANSWER PLUS MITEL Call Distribution
MSDN/DPNSS Voice VI
The ANSWER PLUS - Automatic Call Distribution and Networked ACD features cannot both be selected on the same software load.
An agent skill group that contains a remote agent subgroup cannot contain any local agents.
A remote agent cannot be added to a local skill group.
A remote agent who does not answer a call is automatically logged out and no further calls are offered to it, unless it is the last logged in agent in the group and the "Auto Logout Last Agent on No Answer" is set to NO. If a call interflow timer expires as a call is ringing a remote agent, the call is not interflowed unless it is not answered and the remote agent is automatically logged out.
The First Threshold Time, Second Threshold Time, and Alert Device fields cannot be programmed for an agent skill group that is programmed with a remote agent subgroup. Similarly, a remote agent subgroup cannot be programmed in an agent skill group if threshold times and/or an alert device is programmed for that agent skill group.
The maximum number of remote agent subgroups that can be programmed on a system is one-half the number of programmed agent skill groups for that system selected from its dimension and feature programming. With the introduction of ACD Resiliency, there is no longer a need to make use of these subgroups, but they are still available. Regardless of whether or not you have the Extended Agent Groups option enabled, you are limited to 64/2 = 32 subgroups.
Networked ACD is not supported for Hot Desk users.
