Display Data; Voice Mail Port Usage; Using Acd - 3Com 3C10402B Administrator's Manual

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Display Data

Voice Mail Port Usage

Using ACD

D G
ISTRIBUTION ROUPS
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 you 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.
The ACD windows do not refresh themselves, you must manually refresh
the window to see the latest data.
On a system with NBX Voice Messaging enabled, ACD announcements
use system voice mail ports. The following platform limitations for voice
mail ports apply:
72 voice mail ports (V3000, V3001R, and V5000 systems)
■
12 voice mail ports (NBX 100 systems)
■
See the section
resource limitations for delayed announcements.
First, 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 devices on the system
■
Sufficient number of voice mail ports
■
Sufficient number of ACD licenses (one for each agent)
■
Next, 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 to configure ACD
operations.
The ACD user interface is set up such that you can configure ACD as
soon as your planning is complete. Click Add in ACD Groups window to
configure each group. This button invokes a configuration utility that
leads you through the configuration process: defining ACD group
"Contention" on page 151 for more information about