Change Aget ACD queue

[pdulfo]

I think I know the answer I just want to confirm.

How to a change what ACD queue an agent logs into.
ie Key 0 ACD 6300 0 1234

I want to move the agent from queue 6300 to queue 6200

I beleive that I will have to out the agent and build again. Am I correct ?


PauL DS

 

[Utreg]

ECHG YES
Key 0 ACD 6200

does the trick ;-)

 

[pdulfo]

Thankyou.

I was trying to be too complicated. I know I should look at the easy ways first.

PDS

 

[RFWatts]

I assume your queue is not controlled by Symposium correct? Otherwise if it is controlled by Symposium you will need to make the change in Symposium.

 

[pdulfo]

The queue is controlled by symposium. All I needed to do was reaquire the agent.

Thanks Guys.

 

[fonchick]

Paul,

You NEVER want to do an easy change on an ACD set. This will cause corruption. The nortel recommeded way to make a change to a set acquired by symposium(product bulletin 2001-040):
1. Deacquire the phone set from
Symposium/Express Call Center
Note: It is recommended that the set is
logged out before deacquiring.
For Symposium Call Center Server refer to the
Symposium Call Center Server Administrator’s
Guide
For Symposium Express, refer to the Symposium
Express Call Center Call Center Management
Guide
2. Remove the phone set from the
Symposium/Express Call Center
For Symposium Call Center Server refer to the
Symposium Call Center Server Administrator’s
Guide
For Symposium Express, refer to the Symposium
Express Call Center Call Center Management
Guide
3. Remove the phone set from the Meridian 1
Note: Ensure that you “Out” the set. Simply
removing it from the ACD Queue can lead to
ACD corruption.
For both Symposium Call Center Server and
Symposium Express Call Center, refer to the
Software Input / Output X11 Administration Guide
(553-3001-311)
4. Rebuild the phone set on the
Meridian 1
For both Symposium Call Center Server and
Symposium Express Call Center, refer to the
Software Input / Output X11 Administration Guide
(553-3001-311)
5. Rebuild the phone set on
Symposium/Express Call Center
For Symposium Call Center Server refer to the
Symposium Call Center Server Administrator’s
Guide
For Symposium Express, refer to the Symposium
Express Call Center Call Center Management
Guide
6. Reacquire the phone set from
Symposium/Express Call Center
For Symposium Call Center Server refer to the
Symposium Call Center Server Administrator’s
Guide
For Symposium Express, refer to the Symposium
Express Call Center Call Center Management
Guide
7. Test the phone set
Note: If the call center is in Night Service,
make sure the set is logged out after it is
tested. Remember as long as the set is
logged in calls will be routed to that skillset.
Log the set in
Test the set
Log the set out

 

[PhoneBill]

Corruption on ACD phones typically occurs when the position number is changed, or perhaps even re-entered after changing the queue.

After you enter key 0 ACD xxxx simply hit enter, don't press space, don't enter the CLID entry or position, just enter. I've done this many, many times without any problems.

An alternative is to use the Load Management feature of Select Agent Position Assignment (SAPA). Check your ACD docs for this such as 553-2671-112. Basically, one of the tty's will be made an ACD printer port, USER ACD, enter the management portion by entering $L. You can then change the queue - SAPA XXXX yyyy YYYY, where XXXX is the position, systems responds with current queue yyyy, enter the new queue YYYY. I'm not sure of the prerequisite software packages but if you have Symposium, I'm sure you have what you need, typically EAR, Enhanced ACD Routing.

BTW, the way SAPA changes the queue is the same way I had described earlier. Of course follow typical procedures for changing acquired phones; logout, deacquire, change, reacquire.