Tek-Tips is the largest IT community on the Internet today!
Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!
-
Congratulations strongm on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!
ACD/ UCD Setup
- Thread starter Chamvari
- Start date
Dear Petros
Yes, it is possible in ipLDK-24/100/300 to use UCD/ACD functionality without extra PC programs and extra licenses.
Agent log-in and log-out can be made on separate buttons. This makes it possible for the agent to be a member in several group, and him/her self choose in what group he/she should be an active agent - or logged out.
These buttons are set up in PGM 115.
The supervisor can on his desktop phone see sone call centre statistics. This is set up in PGM190-191.
///doktor
Yes, it is possible in ipLDK-24/100/300 to use UCD/ACD functionality without extra PC programs and extra licenses.
Agent log-in and log-out can be made on separate buttons. This makes it possible for the agent to be a member in several group, and him/her self choose in what group he/she should be an active agent - or logged out.
These buttons are set up in PGM 115.
The supervisor can on his desktop phone see sone call centre statistics. This is set up in PGM190-191.
///doktor
- Thread starter
- #3
Hi again
You can create the UCD/ACD group in PGM 190/191 as you program e.g. a ring group.
To program the UCD/ACD DND (Agent login/log out):
Use PGM115 (option 9 - Num Plan Code) in the PC program, or program it directly on the agents´s phone by:
[TRAN/PGM] + BTN + [TRAN/PGM] + 87 + group number + Hold/Save.
The supervisor BTN (button) can be programmed by:
[TRAN/PGM] + 8* + UCD/ACD Group number.
In PGM 191 you setup all the facilities for the UCD/ACD group.
The VMIB timers and location can be used when the Voice mail board is intalled to give a welcome and queue message.
///doktor
You can create the UCD/ACD group in PGM 190/191 as you program e.g. a ring group.
To program the UCD/ACD DND (Agent login/log out):
Use PGM115 (option 9 - Num Plan Code) in the PC program, or program it directly on the agents´s phone by:
[TRAN/PGM] + BTN + [TRAN/PGM] + 87 + group number + Hold/Save.
The supervisor BTN (button) can be programmed by:
[TRAN/PGM] + 8* + UCD/ACD Group number.
In PGM 191 you setup all the facilities for the UCD/ACD group.
The VMIB timers and location can be used when the Voice mail board is intalled to give a welcome and queue message.
///doktor
- Thread starter
- #5
- Thread starter
- #6
I am not shure if this (agent login/logout facility) exist in the PGM 115 og the ipLDK-100/300.
It exists in the ipLDK-24 version 3.7.
You will need to program it directly on the agents´s phone by:
[TRAN/PGM] + BTN + [TRAN/PGM] + 87 + group number + Hold/Save.
The button programmed is the agent login/logout button.
When lighted up, the agent is logged out.
When the light is off, the agent is logged in to that particular group.
///doktor
It exists in the ipLDK-24 version 3.7.
You will need to program it directly on the agents´s phone by:
[TRAN/PGM] + BTN + [TRAN/PGM] + 87 + group number + Hold/Save.
The button programmed is the agent login/logout button.
When lighted up, the agent is logged out.
When the light is off, the agent is logged in to that particular group.
///doktor
- Status
Similar threads
- Locked
- Question