Electra Elite IPK II Document Revision 1
Automatic Call Distribution (ACD) 2 - 49
Example:
With this example, ACD will work as follows:
Example 1: Log In with AIC 789
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During Mode Pattern 1, ACD agents will belong to ACD groups 1, 2, and 16 at the same time.
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During Mode Pattern 2, ACD agents will belong to only ACD group 1.
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During Mode Pattern 3-8, ACD agents will not belong to any ACD group and the ACD extensions will work
as normal extensions.
Example 2: Log In with AIC 567
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During Mode Patterns 1-8, ACD agents will belong to only ACD group 10.
Example 3: Log In with AIC 678
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During Mode Patterns 1-8, ACD agents will belong to ACD groups 2, 3 and 5 at the same time.
Multiple Agent Log In
ACD agents can log in any extension with multiple AICs (up to 3). Using the example setup above, ACD
will work as follows:
EXAMPLE:
Example 1: Log In with AIC 789 and 567
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During Mode Pattern 1, ACD agents will belong to ACD groups 1, 2, 10 and 16 at the same time.
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During Mode Patter 2, ACD agents will belong to ACD groups 1 and 10.
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During Mode Pattern 3-8, ACD agents will belong to only ACD group 10.
Example 2: Log In with AIC 789, 567 and 678
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During Mode Pattern 1, ACD agents will belong to ACD groups 1, 2, 3, 5, 10 and 16 at the same time.
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During Mode Pattern 2, ACD agents will belong to ACD groups 1, 2, 3, 5 and 10.
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During Mode Pattern 3-8, ACD agents will belong to only ACD groups 2, 3, 5 and 10.
Some conditions with Multiple Agent Log In:
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ACD agents cannot log in to the system supervisor or group supervisor’s extension.
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In order to log in with AIC, the extension should be set to AIC Log In mode in Program 41-17-01.
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If the extension is set to AIC log in mode in Program 41-17-01, the system will ignore the setting of
Program 41-02-01 for the extension.
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