Setting up ACD queues

[kooltech]

Hi

I need to set up a ACD system on an Meridian option 11 with software version 20. There willl be approx 10 agents - all are existing extensions.

I realise that there are similar threads - but more help would be appreciated.


Can anyone offer advice how to go about it? Firstly how do i determine if we have any unused ACD already set up?

Do i need to delete the existing extensions and rebuild them from scratch to add them to an ACD?

Also can I have SCR extensions on the handsets as well for 'personal' calls?

Can we set how the ACD works - or does it simply distribute calls in a fixed manor, also what hapens if an agent doesn't answer the call - does it buzz on the next agents phone?

Finnally - does anyone know, where i can get training manuals or documentation - that will allow me to increase my knowledge, on issues such as these.

regards

Bill

 

[GHTROUT]

Here are some books for you:

http://www.ghtrout.com/micromerl/index.html

There are many guides at

http://www.ghtrout.com/

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Nortel Resources at GHTROUT.com | Connect with me on LinkedIn
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[DocVic]

A word of advise. Don't even play with any existing ACD programming. Just look. The existing will give you many clues on how to get this done, but if you mess with just one, you could have a fire storm brought down on you. You could just call your local vendor to come in and get in done in a couple of hours and then rack their brain to teach you how to maintain and edit them. Good luck.

DocVic
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