Changing Agent Set Parameters; Agent Set Parameters Screen Fields - Nortel CC MIS Getting Started Manual

Release 5.2

Changing agent set parameters

Using the Config / Groups / Agent Set Parameters option you can change
the multi-stage queue threshold settings, the number of display digits, the
default line of business (LOB) code and the ACD group wrap-up time for
agent sets. Changes made alter Table ACDGRP.
The Agent Set Parameters screen is shown below
Agent set
parameter
screen
Note: An asterisk (***) appearing in a field of a Configuration Control
screen indicates that the field can only be changed at the DMS-ACD switch.

Agent Set Parameters screen fields

ACD Group -Identifies the name or DN number of an existing ACD group.
Accepts as input (using Edit/Insert) any existing ACD group name, ACD
group list name, or ACD group by its primary DN.
Node - Identifies the node on which the group resides in the network. This
field is display only when the Networking feature is enabled.
Multi-Stage Queue Threshold Type - Identifies whether the Multi-Stage
Queue ranges are associated with call queue size or call wait time. The valid
values are QSize or WTime.
Multi-Stage Queue Threshold - Identifies three threshold values represent-
ing indicators on agent sets. Each threshold depends on the threshold type
(either wait time or queue size).
Display Digits - This field specifies the number of digits displayed to agents
in the ACD group. The range is 0-10 and is selectable from a menu.
CC MIS Getting Started Guide (297-2671-175)
CC MIS
CC MIS
Configuration Control
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