April 2004 | Configuring the switch |
Configuring ACD subgroups
Introduction
You can use subgroups to divide agents into smaller groups for support and monitoring. Assign a supervisor to each subgroup. The supervisor must log on at the phoneset in that subgroup that is configured as the supervisor phoneset.
Before you begin
Before you perform this procedure, you must complete the following tasks:
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Log on to the switch from a MAP terminal with a user ID that has the privilege levels required to change the ACDGRP table.
Define the ACD group to which the ACD subgroup belongs in table ACDGRP (see “Configuring ACD groups” on page 57).
To configure ACD subgroups
1Edit the ACDSGRP table by typing table ACDSGRP and pressing Enter. Result: The > prompt appears.
2Type add and press Enter.
Result: The ACDNAME prompt appears.
3Enter the name of the ACD group to which this subgroup belongs. Result: The utility prompts for the subgroup number.
4Enter the number of the subgroup.
5Continue responding to the prompts to define the subgroup. (For more information about the prompts, see the Translations Guide.)
Result: The utility prompts you to save the new ACD subgroup.
6Type Y and press Enter.
7Repeat steps 2 through 6 for each subgroup that you want to define.
8To exit from the table, type quit and press Enter.
Symposium and | 65 |
