ACD incoming calls

[telklass]

Hi Guys ,

Here is doubt !!!

I have a few number ACD configured on CS1K, a long number will be routed on these ACDs , via SBC to Sesssion Manager and and so one . In fact these users whose using the ACDs are not real agent ,so no login ID will be create on AACC for them, is there a way make the configuration so that their receive incoming calls without login into the ACDs ?

Please let me know ///

Look forward to your reply ...


Thanks !

 

[RickyPone]

It's difficult to envision what you are trying to accomplish but it sounds like a hunt group/hunt pilot configuration may work better. You can configure hunt pilot/groups in LD 18, I think. It's been a while.

 

[telklass]

Many thanks !

Let me explain ,

technically we create a CDN number in link it to what we called or ACDN,, that' s Ok. For the ACD , a proper DN is associated with this ACDN previouly created in the CDN section. Now all created ACD that have a ACDN number that link to the CDN , are all in the same queue,so each time an agent is login into to this ACD using a login ID , is able to receive incoming calls if a routage is available.

For this case i want to do it in a different manner, i want to configure an ACD just as i configured a regular extension, no CDN no ACDN only the DN number on one or two KEY and make it capable to receive incoming call.

Is it possible ?

Thanks !

 

[telklass]

Hello @ RickyPone !

I finally got the PLDN configured in CS1K, it holds a few DN extension (ACD),each of these ACD is link with a specific CDN and the CDN is added in AACC via a skillset, i an bit confuse now for the incoming call routing set up , where should the call be routed to ? PLDN or CDN, i still keep the idea that users won't need to login into the ACD via a login id for the receiving calls.

Any suggestion please

Look forward to your reply !!!

Thanks !