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adding to ACD queues and call monitoring

adding to ACD queues and call monitoring

I'm getting to grips with the Meridian system where I work, but one thing I'm having trouble with is the ACD system.  I need to add a user to an ACD group so he can go in the queue to receive calls from our external number, but I don't know how to do this.
Another thing I need to do is allow a user to monitor others' calls (for training purposes).  At present,  ACD users have this function, but he is not an ACD user.  I wish to allow him to call monitor, but I don't want him being added to call queues, so can I either:
1. Add him to ACD to get the monitoring facility but exclude him from the call queue somehow
2. Give him call monitoring capabilities some other way

If anyone can help with either of these issues I would be very grateful

RE: adding to ACD queues and call monitoring

Are you using basic acd on the PBX or are you using symposium?


"If I can't fix it, it's not broke!"

RE: adding to ACD queues and call monitoring

As far as I know it's just basic ACD.  Is there some way I can check this?

RE: adding to ACD queues and call monitoring

if it is just to monitor, build as a supervisor in the queue.  CLS SPV

when you build his AD set put a key on - key xx OBV

if the supervisor never logs in,  they will not get an acd call just bcause it is an ACD set.  You do not have to log in to use the OBV (Observe) key.

hit OBV - enter PosID of agent and you are listening to the call.

Mato' Was'aka

RE: adding to ACD queues and call monitoring

Putting someone as a supervisor in the queue sounds perfect, but I still don't quite know how to add people to a queue.  I know it's in LD 23, but I don't know the REQ command needed to add soemone to a queue.

RE: adding to ACD queues and call monitoring

Ld 11 is where new ACD sets are programmed. Start by printing several existing ACD sets from the loop you want to add them to. On key 0 you will see the ACD number followed most likely by a 0 then by 4 digits. These last 4 digits are the agent ID (could be 3 digits depending on your set up.) THe ID needs to be an unused number, once you see the range being used you should be able to determine an unused number quickly, then build the new set to look like one already there with the agent ID and extension changed to suit.
Hope this helps.

RE: adding to ACD queues and call monitoring

Sorry, what do you mean by  'on key 0'?  When I print an ACD handset I get an output like this:
DN   601                                                    
       CPND_LANG ROMAN                                      
         NAME Joe Bloggs
         XPLN 27                                            
         DISPLAY_FMT FIRST,LAST                             
TYPE SL1                                                    
TN   008 0 00 14 KEY 08 H MARP  DES M3820      5 NOV 2009   

RE: adding to ACD queues and call monitoring

In the same load do a print of that TN.
8 0 0 14
this should give you a print out of the phone on that TN, you will then see all the keys and how they are programmed.

RE: adding to ACD queues and call monitoring

OK, I think I'm nearly there now.  I've doen a TN print of an existing ACD handset, and I see
KEY  00 ACD 600 0  8601                                          
     02 TRN                                                      
     03 AO6                                                      
     04 OBV                                                      
     05 DWC 600                                                  
     06 NRD                                                      

So this person has agent ID 8601, and is in ACD queue 600 if my understanding of previous posts is correct.  Now I can go into LD 11, REQ NEW, but what is type?  I tried ACD but it doesn't like it.  After this, will it ask me to set each of the options listed by the TN print?  Presumably I just set them all the same except for the agent ID, and I need to make sure this person is a supervisor to be able to observe?
Thanks again for everyones help and patience!  I'm still pretty new to all this

RE: adding to ACD queues and call monitoring

Print the one you are looking at, duplicate the settings like you said except the pos id.  when you get to CLS you have to add SPV for it to be a supervisor.


"If I can't fix it, it's not broke!"

RE: adding to ACD queues and call monitoring

Right, I've jsut gotten around to try this.  I have the TN of the person I want to add to the ACD queue, and the print out of someone already in that queue, but when I try and add them, as I'm entering their TN, it says SCH0127, which seems to mean the handset already exists.  Do I have to delete the current handset entry from the system entirely and then re-add it as an ACD set or is there a way to switch it accross?

RE: adding to ACD queues and call monitoring

If the TN is used already but you know this to be an unused Phone (nothing connected) you can delete and use for the new phone build. If you do "IDU" xx xx xx xx (TN#) in LD 11 it will tell you if there is an active phone on that TN. There are ways to modify this by doing a CHG at the prompt in LD 11 or you can out and rebuild.

RE: adding to ACD queues and call monitoring

Right, I think I finally understand this now.  I have managed to add the ACD queue function to one of the phone's keys.  Thank you all or your help and patience with a newbie

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