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ACD contact center features
In addition to the logged-in ACD agents limit, the number of agents supported is dependent
on the upper limits that the system platform supports. The following limits must also be
considered.
Maximum Hunt Group members
— Non-ACD members include hunting groups with or without queues, Message Center
— ACD members (also called agent-split pairs or agent-skill pairs with EAS). For
— Advocate Agents – Each logged-in Advocate agent is counted as both an ACD
Hunt Group members per group — Count of non-ACD or ACD members within a
split/skill. Counting is done as above for maximum Hunt Group members.
Additional traditional ACD (non-EAS) agents limits:
— Maximum logged-in agents system limit
— Maximum splits an agent can log into
Additional EAS limits:
— ACD members (skill pairs) administered — Limits skill assignments to agents
— Agent Login IDs Administered — Limits number of AAS ports and EAS agents
— Agent Login IDs Logged-In (staffed) system limit — Upper limit on the number of
— Skills per Agent — The maximum number of skills a particular agent can be
Call Management System (CMS) logged in ACD members (agent-split/skill pairs) limits
assigned. Both a Avaya setup and customer-administered limit is assigned in CMS.
These limits are related to the CMS memory/hardware configuration equipped and are
passed over the link to the communication server to reduce/set the externally measured
logged-in ACD member component of the Hunt Group member limit to that supported by
CMS.
BCMS internally measured ACD agents system limit. Non-EAS ACD agents counted
when assigned while EAS agents are counted when logged in.
68 Communication Manager Guide to ACD Call Centers
Service groups, INTUITY/AUDIX groups and Remote AUDIX groups. Each line or
port in a group is counted once when assigned.
agents in multiple splits/skills, each combination (pair) is counted as a member (e.g.,
an EAS agent logged into 4 skills or a non-EAS agent assigned to 4 splits counts as
4 members). Non-EAS ACD members are counted when assigned (note that many
more splits can be assigned to an agent than can be logged into but each agent-split
pair is still counted towards the limit). EAS ACD members are counted when they
log in.
member and as a Advocate agent.
(each AAS port is counted as one skill pair)
that can be pre-assigned
EAS agents (and AAS ports) that can be logged-in simultaneously
assigned
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