ACD Howto

[penduko]

Hi,

What are the things that I need to consider and overlays that I have to read on?

Thanks

 

[johnpoole]

ld 23 to build a acd group, frrt, first ran route treatment, srrt, second, the prompt below each are the timers for each, maxp, the number of sets in the group. plus the mus route and timer (murt) froa, first ran on arivial, if you want that recording if agents are waiting for a call, if your going to monitor or record calls, some states require the calling party know that..

then you'll need ld 16 to add routes, one for each ran, and unless you have moh, a route for music.

then ld 14 to add the ran and music trunks.. plus ld 17 if you want an acd printer... then ld 11 for sets.. that's a pretty easy one.. keys are simple

ld 11
new
2616
ncos x
tgar x
cls agn tdd
key 0 acd 1234 0 768654
key 1 nrd
key 2 msb

all three required, for a supervisor the cls is spv and you may need a monitor key or agent keys.. the phones can have a scr/scn or not.. you can't dial from an acd key.. i'm on vacation or i could post the code for each of those, if you get stuck, let us know


john poole
bellsouth business
columbia,sc

 

[penduko]

thanks so much john poole....... its now ok....