ACD on 1416 Digital Phone

Question

ACD on 1416 Digital Phone

gwmyers (TechnicalUser)

(OP)

20 Apr 20 11:41

CM6.03 G450 S8700

Can ACD be Programmed on the 1416 Digital Phone?
Is the CMS a requirement for Reports?

Sean655 (TechnicalUser) · Answer 1 · 2020-04-20 12:26:06

ACD can be used on just about any phone.
CMS is not required for reports, you can get some basic reporting from internal BCMS commands in CM. The 'list bcms' commands will give you some stats but will only stay on the server for so long (daily stats by half hour will be overwritten in 12 hours) weekly stats last a week.

gwmyers (TechnicalUser) · Answer 2 · 2020-04-20 12:45:48

is a 9630 with add-on preferred for ease of use
Login
Logout
Queue Call
etc.

Sean655 (TechnicalUser) · Answer 3 · 2020-04-20 13:10:36

4 buttons are all that are needed, login, logout, auto-in, aux-work. supervisors may want q-call buttons but agents don't need them.

DTDude (TechnicalUser) · Answer 4 · 2020-04-20 17:25:57

If your agents will only be using the phone interface to login/logout/aux work, then yes the 1400/1600 series will absolutely work. You can even do it from a 2500.

However, if your agents will be using One-X Agent or Agent for Desktop, the 1400/1600 series will not work. You will need 9600, 6400, 4600, or 2400 series phones.

gwmyers (TechnicalUser) · Answer 5 · 2020-04-20 18:46:53

At this time, we are using one-X Communicator with the 1416 to Telework.
We are not using ACD.
one-X Agent (using ACD) would not be an Option with the 1416, correct?

DTDude (TechnicalUser) · Answer 6 · 2020-04-21 20:38:21

Correct, you cannot use the 1416 with One-X Agent or Agent for Desktop. I found this out the hard way recently and had to do a last minute order of refurbished 9608's.

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ACD on 1416 Digital Phone