ACD Logins

[giantman]

Good afternoon. I have a small ACD setup, working off a Nortel Option 61c. Where can I find information on agent login ID's and what ID is assigned to what agent.

As always many thanks !!

Lou

 

[cmawbey]

First of all it will be necessary to establish the number range of ACD agent I.D.'s.

LD 23

REQ prt
TYPE SCB

the Meridian will return a list of settings, the two pertinent ones being IDLB (agent ID lower boundary) and IDUB (agent ID upper boundary). This gives you the range of agent ID's available. It will now be necessary to check which numbers are as yet unused.

LD 20

REQ: PRT (Print)
TYPE: LUDN (List Unused Directory Numbers)
CUST 0-99 (Customer number)
DN xxxx-yyyy (DN range xxxx being the IDLB and yyyy being the IDUB)

A list of all available agent numbers will be returned.

You may check by printing the ISM limits in overlay LD 22: This is achieved by entering SLT at the REQ prompt. A list will be output similar to the following.

TNS xxx Left xxx Used xxx
ACDN xxx Left xxx Used xxx
Last xxx Left xxx Used xxx
LTID xxx Left xxx Used xxx
DCH xxx Left xxx Used xxx
AML xxx Left xxx Used xxx
RAN CON xxx Left xxx Used xxx
RAN RTE xxx Left xxx Used xxx
MUS CON xxx Left xxx Used xxx
ACD Agents xxx Left xxx Used xxx
Analogue Telephones xxx Left xxx Used xxx
BRI DSL xxx Left xxx Used xxx
Digital Telephones xxx Left xxx Used xxx
Wireless Telephones xxx Left xxx Used xxx
TMDI D-Channels xxx Left xxx Used xxx

From this you can see the agents used and the number of remaining ones.

An agent is created much the same as an ordinary extension.

The difference is that Key 0 is the ACD queue and it has a Class of Service of AGN.




Colin

 

[cmawbey]

you can also try

LD 81
req=LST
cust= x
CR till you get FEAT
feat= AGN

Colin

 

[sandyml]

If you are using traditional ACD, then you do not actually have specific login IDs assigned to specific people. As cmawbey said, you assign a range of login numbers; but an agent can really use any number in that range to log in.

 

[vztech]

I think your ? was to find their agent id #. In LD 20 prt their DNB then prt their TN their ID will be on
key 0 (acd#) 0 (agent ID)