Combine 2 existing ACD's?

[Brutus82]

Nortel new kid on the block:

I need to combine 2 ACD's, Scheduling and Pre Reg. They want to keep both DID numbers however, combine all 5 agents into one queue and cross train them to answer both types of calls. What is the best way (Easiest for a newbie) to make this happen?

Current setup:

ACD 6952 Scheduling

6952 0 2021 AGN
6952 0 2022 AGN
6952 0 2024 AGN


ACD 6839 Scheduling

6839 19 2026 AGN
6839 19 2027 AGN

Thank you Gentlemen!

 

[dj4020]

First of all is this a Basic ACD or do you have a SCCS/CCMS server. If this is Basic ACD then you'll need to rebuild two the agent phonesets into the other ACD. Then use an IDC table to send the other DID to the on ACD. If a SCCS/CCMS Server is involved just will need to script the calls to go to which ever agent is available. But without more info hard to recommend much more.

 

[trvlr1]

Alternate method for basic ACD....
Just in case you might want to split them up again in the future or point it elsewhere at short notice, you can NCFW one to the other, (MAXP =1) build all agents in the second one as above and you should be good.