Nortel Networks DMS/MSL-100 manual Configuring ACD groups, To configure ACD groups for the CDN

April 2004 Configuring the switch

Configuring ACD groups

Introduction

An ACD group is a logical group that contains a set of primary or supplementary ACD-DNs, phonesets, and agents. You must create at least two types of ACD groups—one for the CDNs acquired by Symposium Call Center Server, and one for phonesets and agents.

If you want to prevent calls from immediately being presented to agents after they release a call, you can configure options such as Variable Wrap or Not Ready on Secondary DN for an ACD group.

Notes:

1.Alternatively, you can configure the Variable Wrap or Not Ready on Secondary DN options for groups.

2.Do not configure the night service option for your ACD groups.

Note: An agent can log on to any phoneset providing that he or she enters a valid logon ID. However, to ensure that the agent can use all of the key-enabled features available, the agent must log on to the phoneset that has been configured as his or her unique Position ID. For reporting purposes, an agent must log on to a phoneset configured as part of the ACD group to which the agent belongs.

Before you begin

Before you perform this procedure, you must perform the following tasks:

!Log on to the switch from a MAP terminal with a user ID that has the privilege levels required to change the ACDGRP tables.

To configure ACD groups for the CDN

1Edit the ACDGRP table by typing table ACDGRP and pressing Enter. Result: The > prompt appears.

2Type add and press Enter.

Symposium and DMS/MSL-100 Switch Guide 57