ACD Agents 2

[worldwidedialtone]

Haven't done one of these yet. Need 6 m3904 sets to be used as ACD agents. They will use head sets. How do I set these up with a "log IN" "log OUT" button and each set needs it's own DID number. Also is there a way to keep a running log or report as to when agents are logged in and actively taking calls and when they are logged out, or gaffing calls off. Any info is greatly appreciated.

 

[serge9]

log in and log out key is called In call key
see bellow
Key 0 00 ACD YYYY 0 zzzz followed by
Key 1 NRD Not ready key, then
key 03 MSB make set busy key

Use Load 23 to create an ACD and define Max position as 6
LD 23
REQ new
TYPE acd
CUST 0
ACDN 1234 (the selected ACD DN)
MWC
DSAC
MAXP 6 (max number of positions= agents)
SDNB
BSCW
ISAP
RGAI
ACAA
FRRT
SRRT
NRRT
FROA
NCFW HHHH (where do you want the call to go if the ACD is Closed)

*****

Use load 11 to add the agents

REQ new
TYPE: 3904
TN xx xx xx xx
DATE
PAGE
DES
DES ??????

CDEN 8D
CTYP XDLC
CUST 0
FDN 7777 (your voice Mail DN)
TGAR ? (the appropriate Tgar)
LDN 0
NCOS ? (the appropriate NCOS 0, 1, 2, 3 ???)
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
CLS CTD FBD WTA LPR MTD FNa HTA ADD HFD GRLD CRPD STSD
MWA LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD FITD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN

CPND_LANG ENG
RCO 0
HUNT 7777 (voice mail DN)
LHK 0
PLEV 02
SPID 3927 (supervisor ID)
AST
IAPG 0
AACS NO
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 ACD YYYY 0 zzzz

Where YYYY is the ACD dn
0 the the CLID table entry
zzzz is the agent Position
SUPY ACID 3927 KEY 12

Key 01 NRD
Key 02 MSB
Key 03 DWC 0010
04 SCR MMMM 2 MARP
Where MMM is the agent private DN
you can point your did to the agent private dn where
05 DSP
06 ADL 12
07
08
09
10
11
12
13
14
15
16
17 TRN
18 AO6
19 CFW 16
20 RGA
21 PRK
22 RNP
23
24 PRS
25 CHG
26 CPN
27
28
29
30
31
*****

NACT
Use Load 23 to print the reports schedule
Ld 23
REQ prt
TYPE SCB
CUST 0
CPRD 01 01 12 31
SHR 8
EHR 22
DOW 2 3 4 5 6 7
RFRQ 1
SFRQ 1
ROPT 1 2 3 4 (report Types)
PRIO 7
PAGE NO
AID YES
IDLB 8000 (login ID Rang starting at 8000)
IDUB 8999 (login ID Rang ending at 8999)
LOG 50
SRPT YES
TOT4 YES
*****

 

[johnpoole]

great answer, then build a tty with cdr as user. basic acd was at one time a 40 hour course.. i would recogmend building an acd with one user and testing it, then add cdr, test that until you get it working.. much eaiser to out and rebuild things in a test pattern.. i never make changes on an acd set, i disu and out that set... for any change.. the acd for headsets will need homl yes, for handsets only homl no

john poole
bellsouth business
columbia,sc