Using Acd - 3Com NBX 100 Administrator's Manual

278 C 6: A
HAPTER UTOMATIC

Using ACD

C D
ALL ISTRIBUTION
Display Data
The ACD screens do not refresh themselves, you must manually refresh
the screen to see the latest data.
Voice Mail Port Usage
On a system with NBX Voice Messaging enabled, ACD announcements
use NBX voice mail ports. The following platform limitations for voice mail
ports apply:
72 voice mail ports (NBX V3000)
72 voice mail ports (NBX SuperStack 3)
12 voice mail ports (NBX 100)
See the section Contention
limitations for delayed announcements.
First, you must determine the scope of your call center operations, then
determine that you have the system resources that you need:
Less than the allowable maximum of NBX devices on the system
Sufficient number of voice mail ports
Sufficient number of ACD licenses (one for each agent)
After this, you must allot the agents into ACD groups, and decide how
many agents within each group that you need. Once you reach the point
where your call center planning is complete, you can begin configuring
ACD operations.
The ACD user interface is set up such that you can begin configuring
ACD as soon as your planning is complete. Configure each group using
the Add button in the ACD Groups tab. This button invokes a
configuration utility that leads you through the configuration process:
defining ACD group characteristics, identifying group agents, defining
announcements for the group, and summarizing the group creation
process.
Once you have set up the ACD group or groups, you can configure other
settings to assist the operation, including feature mappings and
supervisory monitoring. You can also modify your configuration settings.
for more information about resource