ACD Agent Log In

[karstj4]

Hello, I am new to the Nortel programming. I am setting up a test ACD agent. I have it set up (to the best of my knowledge), when I hit the MSB key, the LED goes away on the phone but I am not able to answer incoming calls.
I am thinking it is probably because the DAL feature is not set up in the group itself but cannot find how to add it to the group. Can anyone assist me with this?
Am I on the right track or is there another feature I should be looking instead?
Thank you!

 

[karstj4]

Looking further, trying to either add to an ACD group or create a new ACD group, I am not getting the prompts to add the following: STIO, TSFT, HOML, RDNA, NRAC, or DAL.
What am I missing?

 

[KCFLHRC]

You will probably have to build a schedule block to see those prompts. LD 23, SCB

 

[KCFLHRC]

The ACD fundamentals book is a good resource.

 

[trvlr1]

Based on your initial description, have you actually logged in to the acd phone?

 

[bajangsa]

A MSB key alone does not make an ACD phone. When you hit MSB you open up for calls one the phones normal extension, not the ACD calls.
1. With LED on the MSB both lines are blocked, you are Logged Out of the ACD queue and the phones own extension number will return Busy. Phone closed.
2. When you hit MSB (no LED) the phone extension are open for calls and you are still Logged Out. Phone half open.

In order to received ACD calls you have to Log In to the ACd queue. How you do that depends on the queue setup and whether you have a Call Center system. - Try lifting the handset and press your ACD key (Key 0)