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Administering ACD
The following forms and fields are required to administer the ACD feature.
Required forms – ACD feature
Form
Trunk Groups
CO
FX
Tie
WATS
Class of Restriction
Attendant Console
Station
Hunt Group
Feature-Related
System-Parameters
Feature Access
Code (FAC)
Announcements/
Audio Sources
Trunk Group forms — In the Group Number field, assign consecutive Group Numbers
to trunk groups when you are using two or more trunk groups to support ACD
applications.
Hunt Group form — When the ACD field is set to y, complete the fields that apply. In
the AAS field, enter y to enable Auto-Available Split/Skill. See
Split/Skill
Field
Incoming Destination
Can Be Service Observer? (optional)
Can Be Service Observed? (optional)
Headset, Auto Answer
Headset, Auto Answer
Button Assignments - Work-Mode, Queue Status, Call Info
All
Service Observing (optional)
— Service Observing Warning Tone
— Service Observing by FAC
Most Idle Agent
— MIA Across Splits/Skills
— ACW Agents on MIA List
Call Management System
— ACD Login Identification Length
Automatic Call Distribution page
Announcement Access Code
Service Observing Listen Only or Listen/Talk Access Code
(optional)
All
on page 74 for more information.
Automatic Call Distribution
Auto-Available
Issue 1.0 May 2003
79
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