Setting up ACD 6

[cspectra]

I am no techie on MD110, but with helps on this forum had made the system worked for aour lab needs. Now, I am ask to config an ACD group.
Can anybody tell me what is the system requirement to config ACD group?
Thanks

 

[slash50]

For a start you need licenses. After that you must set up:

A category for the ADN's you wish to use. EXCCS
Set up ADN's on the agents handset. KSANI
Change the ADC values to reflect that they are ACD agents. KSCAC
Build the ACD group. ACGRI
Add the agents to the group. ACGMI
Set diverts on each handset and a CAD button. CDINI and KSFKC

It should all be in Alex.

 

[cspectra]

Thank you slash50. I would like to know what other hardware requirements since we have a very basic system here with 2 digital board, 1 analog, 1 LIM, and not sure about the agent handset. could you tell? Thanks again.

 

[doktor]

You can just use Aastra/Ericsson system phones like Dialog 26xx, 3203, 3213 etc. to be used as agent phones.
Preferable are Dialog system phones with many keys, if you are a member in several groups.
You can - with success use the Multi-Member-Busy feature - with ACD. This gives the possibility to be unavaile in ACD groups, while using your own line (e.g.DDI number).

///doktor

 

[cspectra]

Can I just use couple of Ericsson phones, and the rest of the group are analog ones?

 

[whosrdaddy]

no ACD phones must be digital phones.

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[cspectra]

Whosrdaddy, thank you very much for being involved. You did help me before with our PBX; and dstrang, too.
My next question is:
we are not a call center; is there anyways that allow us to set up call forwarding when the B number is busy without setup ACD and ACD licensing?
Thanks

 

[hotfix]

Hi Cspectra! If you are config an ADC solution, don't forget to make an authorisation code for the ACD agents.(AUCOI). Another possibility is to use personal number. (PELPI).
Hotfix

 

[dstrang1]

cspectra (TechnicalUser) 14 Jan 09 14:49 wrote:

Whosrdaddy, thank you very much for being involved. You did help me before with our PBX; and dstrang, too.
My next question is:
we are not a call center; is there anyways that allow us to set up call forwarding when the B number is busy without setup ACD and ACD licensing?
Thanks
*************************************
It seems to me that ACD is overkill for your situation...

The cheap and dirty way is to use a hunt group as a diversion point for a busy extension that needs call coverage from multiple extensions.

You can set up a hunt group and make the members ADN's/MDN's on digital sets, or you can make the members the ODN's and DIR's (analog) of the folks in your area.

Look in ALEX under GH -- it's pretty easy to set up and there is no licensing and other complex programming involved.


Good luck,

Dave Strang

 

[cspectra]

Thanks, hotfix and dstrang1. I will try and let you know.

 

[cspectra]

I think I will try with PELPI.
Can somebody check if my process correct? I think we should start with authentication code, set up a ADN, then initiate personal repeated deflection, and finally, set up the choice.
If possible, provide some tips, please. Thanks

 

[kank]

Hi,

I think you want calls to be forwarded on some situations, not setup an ACD. ACD is just for call center issues. You can do forwarding with some other ways. If you do not need ACD you will not need to define ADN or ADC parameter. Let me tell you more about diversion:
1) Common diversion. You define diversion for your total system. You can give different divertee positions to internal(INTDIV), public (PUBDIV), private/network (PRIDIV) calls. Example:
CDCOIRIDIV=09,PUBDIV=7900,INTDIV=1900;
2) Individual diversion. You define divertee adress to individuals (directory numbers). Example:
CDINIIR=1000,DIV=1002;
3) Personal number or repeated deflection. You can define 5 list (LIST) to extensions with maximum 10 answering positions (choices, CHO) on every list. User can shift between the lists with dialing digits( *10*1# (shifting to 1st list)). You can also define the time (TIME) to be spend on every answer position. If one of the choices is busy you can tell from which choice it will continue(BSYCHO). When system finishes all choices it goes back to the top of list and continue from the begining. You can select choices will be tried on the second time or not (ONECAL). You can also define if the choice will be tried for internal, operator, public calls (ORGSEL).Example:
PELPIIR=1000,LIST=1,CHO=1,ANSPOS=1000,TIME=20,BSYCHO=2,ONECAL=0,ORGSEL=111;
PELPIIR=1000,LIST=1,CHO=2,ANSPOS=1002,TIME=20,BSYCHO=3,ONECAL=0,ORGSEL=111;

OK these were the diversion types. There is also call diversion parameter on extensions category to be checked. You can give permision to users to make external follow me, direct diversion, follow me, do not disturb, individual diversion on bosy or no answer situation. If you need that also let me know so I can write you mode on detail.

 

[cspectra]

Thank you everybody. I made it.
The world would be much better if everybody is willing to give a hand to whoever needs.

 

[cspectra]

I set the Repeated Deflection worked; the boss now wants to the calls to be deflected in rotary manner, until someones pick up and answer.
I tried to change the last member settings, but failed.

Can somebody help? Thanks

 

[kank]

send the printouts of your configuration