ACNT on the CDN

[eastcoast10]

Our call centre uses the AACC server for skillset based call distribution.

Our scripts are of the following general design.

Master script
Contains lists of CDN numbers that push a call to a primary Script
The primary script assigns a skillset, perhaps a mailbox number and pushes the call to a common secondary script
The common secondary script actually queues and drops calls to agents.


Each CDN supports a DFDN that pushes the call to basic queues assigned to the various extensions on the set. Should we lose the AACC server/Symposium the calls will be routed based on the DFDN number.

the call centre wants to start using Activity codes. I have been looking at this configuration in detail and pretty much have concluded that basically one need to:
a) load 17 set DCUS to 1
b) Build the ADS block in Ld 23. This brings up the ACNT prompt in ld 23
c) configure the ACNT in ld 23 for the basic ACD
d) assign an account key to the agent's set.


Here is the additional question that I am not finding any documentation on. The CDN has an ACNT entry as well. When or Does that CDN ACNT entry come into play?

 

[yyrkroon]

Back in the days of CCR/Link/MAX - you could place a default code on the ACNT prompt in the CDN datablock - if the agents didn't use their ACNT key to input a valid code, the reports would shows the default codes on the CDN and/or ACDN. Nowadays the codes are built in CCMS/AACC, so the codes on the CDN and ACDN no longer matters.