Acd Group Configuration - Nortel Contact Center Manager User Manual

CS 2x00/DMS switch subsystem configuration

ACD group configuration

An ACD group is a logical group that contains a primary ACD-DN,
supplementary ACD-DNs (optional), phonesets, and agents. You must create at
least three types of ACD groups:
one for the CDNs acquired by Contact Center Manager Server
one for phonesets and agents
one for IVR voice ports
To prevent the immediate presentation of calls 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.
Alternatively, you can configure the Variable Wrap or Not Ready on Secondary
DN options for groups.
Do not configure the night-service option for your ACD groups. Instead,
skillsets are automatically placed out of service when all agents log off or when
the administrator uses Contact Center Manager Administration to assign an Out
of Service mode to the skillset.
Agents can log on to any phoneset providing that they enter a valid logon ID.
You must configure the logon ID on the CS 2x00/DMS switch and on the
Contact Center Manager Server. Depending on the phoneset configuration, the
agent may need to log on to the phoneset configured as their unique Position ID.
ACD group configuration for IVR voice ports
For IVR ACD-DNs, when you configure the ACD group, you can set the voice
response group (VRUGRP) option. When you enable the VRUGRP option,
ACD groups that have voice response units (VRU) or interactive voice response
(IVR) can access the cutoff on disconnect (COD) feature.
The VRUGRP option supports IBN/2500 phonesets that are configured as
automated VRU/IVR agents only. This option does not support live ACD
agents.
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Standard 4.06
Contact Center Manager