How can i configure DEFINITY acds ... ? (2 part)

[diembi]

This is the sequence of the first thread. The last answer is the first question of this thread.
Thanks!!!!

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danielmontejo (Programmer) Jul 11, 2002
Hello,
I need that extensions can logon independently in DEFINITY's ACDs. I need that one extension can be in READY ON in a ACD and READY OFF in other ACD. How can i configure DEFINITY's ACD for this need.

Thanks and regards.

Dani.




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Brandaris (IS/IT--Manageme) Jul 11, 2002
This is how Call Center Deluxe works, because that's what your talking about.

You have to program huntgroups/splits and set ACD to yes. The agents are entered on the third or fourth page.
Then program autodial buttons with the feature access code's for login and logout on ech agent station. (+ the huntgroup/split numbers. One button for each huntgroup/split)
Also program aux and auto-in/manual in per huntgroup/skill.
Now the agents have full control per huntgroup/split.

Note: An agent can ogin to max. 4 huntgroups/skills at the time. You can also make the huntgroup/splits vector controlled for better routing of the calls



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danielmontejo (Programmer) Jul 11, 2002
Hello Brandaris,
Thanks a lot!

I forgot to say in the thread that i am programming in TSAPI CTI. The agent can work in diferent extensions and all actions (READYON, READYOFF, etc, etc) are invoke from client computer.
Your answer resolve this??

Thanks again.
Dani.
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[G van Hamburg]

I'm not sure I understand the question.
Sorry.

Are you using softphone or something?

 

[diembi]

Hello,
I am developing a CTI over TSAPI. In that application the agent has an interface for loggin in ACDs. When the agent loggin in one of their ACDs automatically the system log in the agent of all ACDs where the agent has access.
I need agent log in in one, two, etc or all acds.
For example:
extA has access in ACDs: ACD1, ACD2, ACD3
I want: extA logged in ACD1 and ACD3 and not logged in ACD2.
I want, too: extA READY ON in ACD1 and READY OFF in ACD3.

I have listened something about profiles: an agent can have associated ACDs in a "profile" and when agent log in, the loggin is for all ACDs. This configuration is in the PBX.
I need shirk this and logg in ACDs independently.

Do you know where and how reconfigure PBX for allow this independent loggin??

Thanks a lot.
If I find the answer i will wrote here for all.

Dani.

 

[G van Hamburg]

Yeah,

I think you have to test it with the example I gave earlier.
If you use EAS and work with skills then this won't work because you alway's login to all the skills.

I still think you need more help but I'm out of suggestions.

Sorry.

 

[diembi]

Ok Brandaris,
I test it next week and then i say you the results in this thread. Your help have been great and now i know the configuration i need for my CTI. In theory, the PBX configuration isn't my problem. That's a customr's problem but sometimes the customers don't understand the preconditions in configurations, etc, etc,. Now i can talk with the customer about it.

Thanks again and see you soon here!

Dani.

 

[lopes1211]

If the customer uses EAS it will not work. I wouldn't shrug it off and say that it's the customers issue. It would be a shame to waste development time on a product the customer can't use therefore probably wont pay for. -CL

 

[lopes1211]

It's almost like developing a CTI app for a Nortel PBX when a customer owns an Avaya, then saying it's the customers' fault it wont work because they don't use the PBX type the CTI was designed for. -CL

 

[diembi]

Hello lopes1211,
I say that it's a customer fault because i hear that in EAS mode cannot log in huntgroups independently. I hear that using huntgroups/split a agent can't logg in its huntgroups independently. The huntgroups configuration is a PBX's administrator problem and the administrator (in my case) is the customer. Is for that I say it's a customer fault. I am not a PBX administrator. Tsapi only invoke functions to PBX.

Thanks 4all.

Dani