You must have ACD Active Agent licenses programmed in the License and Options Selection form.
Note: The maximum number of remote agent subgroups on a system is one-half of the number of agent skill groups selected.
Use the following procedures to program Networked ACD if the Distributor System and the Answering Point system are
networked but are not in a cluster,
in different clusters, or
running pre-Release 7.0 software
Program Networked ACD on the distributor system:
Program an Automatic Route Selection (ARS) route, route list, or route plan with routing digits translating to the Agent Skill Group ID Number on the Answering Point system where calls will be overflowed to.
ARS Node Identities form, assign the same Directory Number 1 to each node in the network. Each node ID in the network must be identical.
ACD Remote Agent Subgroups form, program the Remote Access Number containing the ARS routing digits programmed in step 1.
ACD Agent Skill Groups form, program a new Agent Skill Group containing the Remote Agent Subgroup ID programmed in step 3.
Path Assignment form, add the Agent Skill Group programmed in step 4 to the Primary or Overflow Agent Skill Group ID (note: the programming is the same as that described for ACD 2000).
Program Networked ACD on the Answering Point system:
Program an Automatic Route Selection (ARS) route, route list, or route plan with routing digits translating to the Path Directory Number on the Distributor system where calls are overflowing from.
Use the following procedures to program Networked ACD if the Distributor System and the Answering Point system are both have Release 7.0 or later software and are in the same cluster.
To program Networked ACD on the Answering Point system:
Create the ACD Agent Skill Group on the Answering Point system. Manager updates the Remote Directory Number form of the Distributor system with the Agent Skill Group ID.
To program Networked ACD on the Distributor system:
Verify that the Agent Skill Group ID that was created on the Answering Point system is present in the Remote Directory Numbers form on the Distributor system.
Create the ACD Path and assign the Remote Agent Skill Group ID as the Primary Agent Skill Group in the ACD Path.
Ensure that the ACD Path DN is also a Portable Directory Number (that is, the ACD Path DN is in the Remote Directory Numbers Form on the Answering Point system).
CAUTION: Due to MSDN requirements, to successfully queue to a remote agent subgroup, the routing digits to the path on the Distributor system must be programmed in the Answer Point system.
