ACD Load Management

[1brc]

I am trying to set up a supervisor to be able to change queues for his staff. I have a terminal running on a tty set as ssup and the report runs every 30 seconds. I can't however get to the prompt to put in the change request. Has anyone had experiance with this that can point me in the right direction?

 

[spunkysus]

It's been quiet a while since I worked in a call center:however I beleive you will need meridian max to acheive this task or mte software.

 

[1brc]

That may be, but from what I can tell from the acd manual, if I have a tty port set as acd and the ssup set to yes you are supposed to be able to type in $ L and get a prompt to enter a string to change agents from one queue to another. This is so the supervisor can move his people as needed. This is supposed to work with acd package d which we have. We will be getting Symposium soon this is just a temporary fix.

 

[Utreg]

On my opt 11 the settings for a ACD terminal are:
ADAN TTY 3
CARD 01
PORT 0
DES ACD-TERMINAL
BPS 2400
BITL 8
STOP 1
PARY NONE
FLOW NO
USER ACD
CUST 00
SSUP YES
APRT NO
XSM NO
The reports are printed on a serial printer via port
ADAN PRT 4
CARD 01
PORT 2
DES ACD-PRINTER
BPS 2400
BITL 8
STOP 1
PARY NONE
FLOW NO
USER ACD
CUST 00
SSUP NO
APRT YES
XSM NO
Via TTY 3 the supervisor can login to the $ L and change agents to other queues.
Hope this helps.
regs,
@win

 

[1brc]

Looks like I need two tty ports, one for the reports and one for load management. Will this work using Hyperterm on a pc?

 

[bluerigsby]

Your right. Two ports. The ACD terminal port above is the load management port where $L works from. You can use Hyperterminal. A copy of Procom from Symantec is even better. Once you think your connected. Goto LD 37 from your Change TTY * issue a TTY X rtn at the dot prompt.
(x being the load management TTY port number.)
If your new TTY is working you'll get the alphabet on the screen. If it comes thro as garbage , your comms is not right.