how setup a acd

[jftg73]

i need to setup a acd group with 15 phones but i don´t know how do it. can you tell me anybody some steps for do it?

thanks.

 

[senk1s]

ld 23 is where you need to start ...make sure you have the required pkg's available for ACD

 

[johnpoole]

if you've never done one it;s a little rough, in 23 new acd, xxxx, and then look up the prompts as they come up, mwc is no and homl is no, those can be show stoppers. other then that you'll need to build ran trunks and routes to give callers greeting and status msg. give it a try and let us know when you get blocked..

john poole
bellsouth business
columbia,sc

 

[jftg73]

OK, I CREATED MY ACD IN LD 23 HOW JOHNPOOLE TELL ME, AND NOW HOW ADD PHONES IN THIS ACD OR CAN SEND ME A SCRIPT OR EXAMPLE HOW I NEED DO IT? MY PHONES WILL BE 2616.

THANKS.

 

[1brc]

start with a clean TN, don't change acd set programming,always out and rebuild. Build the new set as you would any 2616 except:
Key 0 acd xxxx 0 xxxx (first number is acd queue you just built second number is agent id)
Key 1 nrd (not ready)
key 2 msb (make set busy)
Key 3 scr xxxx
key 4 scr xxxx
key 5 dwc xxxx (display calls waiting in queue if you want this)
Lpk should be 0
Lhk should be 4

reply if you need more assistance.

 

[jftg73]

thanks 1brc you solution was very well, now is working my acd group, is there more functions for this?

thanks

 

[1brc]

There are several acd functions. What do you want it to do?
If you can find out what your users expect we will try to help you with it.

 

[johnpoole]

with basic acd you can have mult ran treatments, our agents are busy, our agents are still busy, and music in the back ground, the agents can see on the displays how many calls are in que and for how long, the super can mon agents. and you can get print outs that let you know aver call length per agent, per shift number of calls and most of all number of abandoned calls.. those are the features i can think of that my users seem to want..

john poole
bellsouth business
columbia,sc