Chapter 2 Setting Up Acd For The First Time; Section 1 Arrange Extensions Into Acd Groups - NEC SL2100 Installation Manual

Setting Up ACD for the First Time
When setting up ACD for the first time, perform the following procedures in the sequence listed below.
1. Arrange Extensions into ACD Groups.
2. Set up Work Schedules and Work Periods.
3. Assign Extension to ACD Groups for each Work Period.
4. Arrange Trunks into incoming Ring Groups.
5. Determine Trunk Work Schedules.
6. Assign incoming Ring Groups to ACD Groups.
S 1 ARRANGE EXTENSIONS INTO ACD GROUPS
ECTION
Your first step in setting up ACD is to find out how many ACD Groups you need and which extensions
should be in each group. Use the
extensions into ACD Groups.
• ACD requires that the IP7[ ]-CPU-C1 have the ACD license.
• There are 8 ACD Groups, 128 ACD Agents Max per group, and 128 Trunks.
1. Select the ACD Group Number.
The system allows up to 8 ACD Groups. You can have up to 128 ACD agents per group. You can
put any agent in any group. In addition, an agent can be logged into only one group at a time, but
a SIE key can be programmed for other groups. This allows, for example, a Technical Service
representation to answer Customer Service calls at lunch time when many of the Customer
Service reps are unavailable.
In the Table 2-1 Sample ACD Group Worksheet on page
column, enter the member extensions for each ACD Group.
If an extension is a member of more than one ACD Group, ensure that extension is active in only one
ACD Group during a particular Work Period. Refer to
PERIOD on page
The Table 2-1 Sample ACD Group Worksheet on page 2-2
and 139 in ACD Group 1. Extensions 109, 111 and 115 are shown in ACD Group 2.
2. Choose an ACD Master Number.
The ACD Master Number is the extension number for the ACD Group. Calls transferred to an
ACD Master Number enter that ACD Group and are routed to the group member extensions
accordingly. Although the master number can be any valid extension number, it is recommended
you choose a number that is not in close sequence with those numbers typical for that group of
member extensions.
In the Table 2-1 Sample ACD Group Worksheet on page
of the ACD Groups. The sample worksheet below uses 3998 for ACD Group 1 and 3999 for ACD
Group 2.
3. Enter an ACD Group Name.
In the ACD Group Worksheet, enter a name for each group. The sample worksheet below uses
Tech Service for ACD Group 1 and Customer Support for ACD Group 2.
ACD Installation Manual
Table 2-1 Sample ACD Group Worksheet on page 2-2
2-4.
2-2, in the Member Extensions
ASSIGN EXTENSIONS FOR EACH WORK
shows extensions 105, 107, 117
2-2, enter the Master Number for each
2
to arrange
2-1