ACD Help (Complete newbie)

[MonkeySpank]

I created a new ACD queue and now need to assign 3 new agent ID's and set priority for calls. I am extremely new to Nortel phone programming and am not sure if I need to look in the Meridian system or in the Option 81. Please help!

 

[johnpoole]

the merridian system is the opt 81.. the commands are in load 11. the only class mark needed for a acd set is agn.. key 0 is usually

key 0 acd xxxx 0 aaaa x=to the acd group and a= to the agent id.. pick up the hand set press key 0, press aaaa and your logged in

key 1 nrd not readt
key 2 msb make set busy
key 3 dsp xxxx (check the spelling on that one) the x is the acd group, and shows calls waiting etc

key 4 scr xxxx (needed if the agent is going to call out)


that's about all i can recall off the top of my head, acd is not a good rookie place to be, don't make changes on acd phones, build it, if it's not right, out it and put it back in.. i always recogmend building a set in the switchroom, testing it there then building the rest...don't copy or move an acd phone.. and i disu one before out it.. i will not even disu an acd without it being logged out..

john poole
bellsouth business
columbia,sc

 

[sandyml]

I agree with John, ACD is not a good place to start out and you can really corrupt your PBX without knowing it. Anyway, I was wondering if you have Symposium. You mentioned setting priorities for calls and agent IDs (do you mean agent login IDs?). Basic ACD in the 81 doesn't give you a place to define specific logins (just a range) or to do much with priorities.

 

[mluckie1]

Key 3 DWC XXXX (display waiting calls)

 

[johnpoole]

thanks for the dwc spell check, for some reason i drew a total blank on that one..

john poole
bellsouth business
columbia,sc