Mitel 3300 ACD

[skookie]

ahve a Mitel IP 3300 or 330, anyway i have Mitel 5220 and 5215 phones. is it possible to set up a ACD on these?? and how do you do it??/ i have been looking in diffrenmt manual etc..... please help


I Have had a wee look, in the Licence and Options Selection i see that i have 5 ACD Active Agent Licences. do i still require additional software? or can i set up with what i have?

 

[LoopyLou]

Yes the sets can be useed for ACD.

Read the help files on how to do it.

You require no additional software unless you want reporting on the ACD paths.

The single biggest problem with communications is the illusion that it has taken place.

 

[skookie]

i have read the help files and cant make them out, can you point me in the right direction within the help files?

 

[LoopyLou]

ACD paths
ACD agent groups
ACD agent ID's

You create ACD phones using the multiline assignment form. You create ID's for the agent to use to login. You assign the ID's to agent groups to create group of agents that will take similar calls. You create an ACD path and assign agent groups to the path. In the path in define RADs, overflow points etc.

The calls come into the PBX and are pointed to the extension number of the ACD path. The calls queue to the path and listen to the RAD ( recorded announcemets )you assign to the path until an agent in the agent groups assigned to the path is free to take the call. The ACD agent would need to login to become available in the path. If no agents are free the caller hears music on hold and repeats of the RAD messages ( if you set it up to do so )until an agent is available.

That's the short version.

The single biggest problem with communications is the illusion that it has taken place.

 

[tomcotton]

Do you have ACD licenses showing in License Option and Selection form??

 

[Supernova99]

If you are running 4.0 and later you can just use Express ACD which does not require ACD licences.

Share what you know - Learn what you don't

 

[skookie]

Yeah i have 5 licences, not sure what version we have, any ideas where i find out what version?

 

[LoopyLou]

Once logged into the GUI there is an "about" box at the right on MCD 4 and above systems.

The single biggest problem with communications is the illusion that it has taken place.