Acd Group Populations; Acd Considerations - 3Com NBX 100 Administrator's Manual

ACD Group
Populations

ACD Considerations

You may configure a maximum of 200 ACD agents per NBX system.
ACD administrators typically organize agents whose functions are
logically related into entities called ACD groups. These groups can be
used instead or with the ACD Agent List while creating (or modifying) the
ACDs. ACD groups can be added as members of the ACD along with the
individual extensions from the ACD Agent List.
You should be aware of the restrictions documented in this section before
you configure ACD operations on your site.
Hardware Limits for ACD Groups
ACD Operations With Call Data Report (CDR)
Voice Mail Ports For Audio Files
Hardware Limits for ACD Groups
Be aware of the following limits on the number of ACD groups per NBX
hardware platform:
NBX V3000 (128 MB) - up to 48 concurrent ACD groups allowed
NBX V3000 (640 MB) - up to 100 concurrent ACD groups allowed
NBX SuperStack II - up to 100 concurrent ACD groups allowed
NBX 100 - up to 48 concurrent ACD groups allowed
ACD Operations With Call Data Report (CDR)
The CDR application creates a Microsoft Access database for the data
that it extracts from the system. This database has only one table, and all
data is put into this table.
For ACD calls, the CDR application puts all call data into a new, second
table. The fields in this table differ from the other table and, therefore,
provide more details about the ACD calls.
The ACD group table data is accessible by CDR, but hunt groups do not
have this table.
ACD reports in the CDR Application The CDR client application has
been modified to give the user the option of viewing the new table for
the ACD groups. Also, CDR provides pre-defined reports for ACD groups
that ACD supervisors are able to use for performance evaluation.
Automatic Call Distribution 277