NEC SL2100 - Section 3 ASSIGN EXTENSIONS for each WORK PERIOD

ACD Agent Work Schedule Worksheet (41-05-01)
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SECTION 3 ASSIGN EXTENSIONS FOR EACH WORK PERIOD
In this step you will assign ACD Groups and the member extensions, set up in ARRANGE
EXTENSIONS INTO ACD GROUPS on page 2-1, for each daily Work Period. ACD will use the Work
Schedules and Work Period durations you have already set up in SET UP WORK SCHEDULES AND
WORK PERIODS on page 2-2. Your system automatically implements the schedules and periods you
have set up.
Use the Table 2-5 ACD Assignment Worksheet (41-02-01) on page 2-5 and the Table 2-4 Sample
ACD Assignment Worksheet (41-02-01) on page 2-5 to assign ACD Groups and the member
extensions for each daily Work Period.
1. Enter the extension number in an ACD Group.
In the Extension column of the worksheet, enter the extension you entered in the
Table 2-1 Sample ACD Group Worksheet on page 2-2. Make additional copies of the ACD
Assignment Worksheet as required. The sample worksheet below includes extensions 105, 107,
117, 139, 109, 111, and 115. To make it easier to visualize the groups, the extensions are entered
consecutively by ACD Group.
2. Enter an ACD Number for each extension number.
ACD numbers are software assignments the system needs when configuring ACD. There are 128
possible ACD numbers. Wherever possible, try to make your ACD numbers in consecutive order.
In the ACD Number column of the Table 2-5 ACD Assignment Worksheet (41-02-01) on
page 2-5, enter the ACD number for each extension number. In the sample below, the ACD
numbers are consecutive within each basic ACD Group.
3. Assign Extensions to ACD Groups for each Work Period
Set up the ACD groups by assigning extensions to ACD Groups for each Work Period. For
example, if you assign four extensions to the same ACD Group for the same Work Period, the
extensions function together as an integrated ACD group. You have great flexibility in which
extensions are in each group for different times of the day.
Using the Table 2-5 ACD Assignment Worksheet (41-02-01) on page 2-5, enter the ACD Group
number (1~2) for each extension for each available Work Period WP1~WP8. Refer to
Table 2-3 ACD Agent Work Schedule Worksheet (41-05-01) on page 2-3 to review Work
Schedule setup.
In the sample below, extension ports 105, 107 and 117 are in ACD Group 1 for WP1 (morning)
and WP3 (afternoon). These extensions are not part of the group during lunch, evenings or late
night. Extension 139 covers group 1 calls during the evenings. ACD Group 1 is unavailable during
lunch. Extensions 109, 111 and115 are in ACD Group 2 from 8:00 AM to 5:00 PM. Extension 109
is part of ACD Group 1 in the evening, and extension 139 is part of ACD Group 2 during lunch.
SL2100
ISSUE 1.0
2-4
Setting Up ACD for the First Time