ACD Express Groups is similar to ACD Paths and ACD Agent Skill Groups.
Use this form to perform the following tasks:
configure ACD Express Groups
ACD Express Groups require a main or pilot directory number (DN), through which calls are presented to the call answer group.
Traditional agents cannot be added to an ACD Express Group.
Hot Desk agents that are also members of an Agent Skill group cannot be added to an ACD Express Group.
Call Control Database - ACD Express Groups are stored in ACD Path and Agent Group table records. The Express Group pilot number becomes the Path DN. The associated Agent Group is not allocated a DN. The Agent Group table record is linked to the Path record as the primary group.
|
Parameter |
Description |
Default Value |
|
ACD Express Group |
The DN Directory Number. of the group (1–7 digits) |
Blank |
|
Local-only DN |
Allows you to specify the ACD Express group number as a local-only directory number in a cluster. This field only appears in the form if your system has been migrated to support Remote Directory Number Synchronization. |
Not Selected |
|
ACD Express Group Name |
System-generated, protected field. Displays the telephone directory name for the group directory number. Can be up to 20 characters long. |
Blank |
|
Priority |
See corresponding field in the ACD Paths form. |
64 |
|
Recording 1: Delay to Start Time Minutes |
Blank | |
|
Recording 1: Delay to Start Time Seconds |
Blank | |
|
Recording 1: Directory Number |
Blank | |
|
Audio Source |
None | |
|
Embedded Music Source |
1 | |
|
Alternate Recording Source |
Blank | |
|
Recording 2: Delay to Start Time Minutes |
Blank | |
|
Recording 2: Delay to Start Time Seconds |
Blank | |
|
Recording 2: Directory Number |
Blank | |
|
Repeat Last Recording Enabled |
No | |
|
Last Recording Repeat Interval Minutes |
Blank | |
|
Last Recording Repeat Interval Seconds |
Blank | |
|
Interflow Enabled |
No | |
|
Interflow Time Out Minutes |
Blank | |
|
Interflow Time Out Seconds |
Blank | |
|
Interflow Point Directory Number |
Blank | |
|
Unavailable Answer Point Directory Number |
Blank | |
|
First Status Threshold Minutes |
See corresponding field in the ACD Agent Skill Groups form |
Blank |
|
First Status Threshold Seconds |
Blank | |
|
Second Status Threshold Minutes |
Blank | |
|
Second Status Threshold Seconds |
Blank | |
|
Alert Device |
Blank | |
|
Queue Callers to Group When No Agents are Logged In and Present |
No | |
|
Add Member |
||
|
Agent ID |
Enter an Agent identification number. This number is similar to directory numbers in the system. 1 to 7 digits in length. |
Blank |
|
Agent Name |
System-generated, protected field. Displays the telephone directory name for the Agent. Can be up to 20 characters long. |
Blank |
|
Presence |
See Presence in ACD Agent Skill Groups |
Present |