ACD queue instructions (please help.)

[letalis]

Hi,

I wonder if anyone could walk me through the steps to setup an ACD queue for a help desk.
I'm running release 5.5 on a CS1000MG.
There are two individuals assigned to the "help desk", each with thier own ext (1607 and 1609).
I would like to setup up the queue so when one ext is busy, it will send to the other.
If both are are busy, the call should go to MOH or the MIRAN. When an ext is available, the call should be routed back to the available ext.
Is this possible? If so, can someone explain it in detail to me. I am new to PBX's and am learning as I go.


Thanks for any help offered.

 

[MossEng]

Basic ACD Solution:

Create ACD Queue in LD 23
Changed Sets to Agents in LD 11/20

LD 23

REQ NEW
TYPE ACD
CUST 0
ACDN 1600 (An unused DN)
:
MAXP 2 (You only want 2 agents in Queue)
:
FRT 51 (First Announcement Route)
FRRT 2 (Time in Seconds before First RAN is Heard)
SRT 52 (Second Announcement Route, if required)
SRRT 30 (Time in seconds before 2nd RAN plays/repeats
MRT 50 (Music Route)
:
NCFW 7000 (Night Call Forward, where calls go when Agents not logged in)
:
:
:

LD 11

REQ CHG
TYPE 2616
CUST 0
TN 8 0
:
:
:
:
KEY 0 ACD 1600 0 1234 (ACD-DN, 0, Position ID (Spare DN - Not Dial-able)
KEY 1 NRD (Not Ready - Used for Temp Breaks)
KEY 2 MSB (Make Set Busy - used to log in and out)
KEY 8 SCR XXXX

Key 0 must be ACD, other keys can be configured as preferred
To have music on delay you MUST have an announcement play before music is heard.

 

[letalis]

Thanks! I'll give it try.