help setting up ACD queue option 81

[Tech56]

I need to set up and ACD queue for 2 agents. rlse 25 I set up the queue in ld 23 but can't find out how to set up agents and associate them to the queue. Anyone have instructions for setting up agents/phones on ACD.

 

[plough]

What type of telephone will you be using?

 

[Tech56]

m2616

 

[Slackliner]

Ld 11
New
Type 2616

Among other tasks,
Define key 0 as your ACD DN followed by the Position ID.

 

[johnpoole]

i can post an acd group tomorow is you need..

ld 23
new
acd
xxxx (the number that people will dial)
maxp x (the number of agents your going to add)
frrt (first ran route treatment)
frt (1st ran timer, ie length of recording)
srrt (second ran, usually music)
froa {1st ran on arival, some places require a recording, if the call is going to be monitored or recorded)
murt x music route
mrt timer to play music
homl yes (default) only use yes if your not using handsets, 2216's or 3905's..

you get the jest.. except for acddn, cust, maxp, and homl.. you can take the default and adjust the rans later..

rans.. trunks that connect to a recording source, either a utc or a miran card.. you don't have to have recordings to make it work, but if you add monitor, most states require that announcement..

new
2616
0
4 0 0 0
cls agn (or spv) agent or supervisor

key 0 acd xxxx 0 1234 (xxxx is the acd dn, 1234 is the agent id)
key 1 scr xxxx (if your going to allow outbound)
key 2 nrd (not ready, a must)
key 3 msb (not really, it's only used to log out, another must)

that's about all i can think of without the switch to spike my brain.. btw in the acd group, ncfw xxxx is a dn that the calls go to if all agents are logged out..

to log in, pick up the handset, press the in-calls (key 0) agent id, hangup.. with symposium it's agent id then #

john poole
bellsouth business
columbia,sc