ACD set-up

[lebron0323]

Hi..Can anyone help me on how to set-up ACD..For example, i have 5 agent and all engage and I have 3 ACD port to answer the 6 to 8 caller. My question is, how can the 6 to 8 caller direct to acd with PLDN 5041 in GHT while agent PLDN is 5040 in GHT...

 

[RyanAvayaBlue]

LD 23
REQ new
TYPE acd
etc..

If you have an existing ACD, you can print it and use it as a reference for your new ACD, otherwise just wing and monitor agents experience.

to be honest, not sure what you are asking in your example but if I understand correctly you will need to create a CDN (LD23) the same way you create and ACD. The number you use for your CDN will be the number customers will contact you one (i.e. direct number), when you create the CDN you will be asked for DFDN and that must be your ACD that you created first.

Once you have done that you need to configure all agent phones with that ACD in LD 20;

KEY O ACD 8000 0 XXXX (where x is position ID)

Also if I am not mistaken you will have to get rid of the GHT's

Hope this helps, if not, be honest, there's always something to learn.