2. Assign Days of the week to each Work Schedule.
The day of the week assignment for each Trunk Work Schedule must correspond to the weekday
assignments made in SET UP WORK SCHEDULES AND WORK PERIODS on page 2-2. For
example, if Work Schedule 1 is set for Monday through Friday in SET UP WORK SCHEDULES
AND WORK PERIODS on page 2-2, that assignment must be reflected in the Trunk Work
Schedule.
3. Set the start and stop time of each work period.
Enter a start and stop time for each Work Period. Keep in mind that if you leave holes in your
Work Schedule there will be periods during the day when the trunk does not ring the ACD Group.
Also, try to accommodate the typical divisions of time periods during the day. For example, the
sample worksheet below shows two Work Periods corresponding to day (1) and night (2).
Table 2-8 Sample Trunk Work Schedule Worksheet (41-06-01)
Sample Trunk Work Schedule Worksheet (41-06-01)
Trunk Work Schedule Number (1-4) 1
Day(s) of Week (41-07-01) Monday-Friday
Work Period Start Time End Time
1 8:00 AM 5:00 PM
2 5:00 PM 8:00 AM
Table 2-9 Trunk Work Schedule Worksheet (41-06-01)
Trunk Work Schedule Worksheet (41-06-01)
Trunk Work Schedule Number (1-4)
Day(s) of Week (41-07-01)
Work Period Start Time End Time
1
2
3
4
5
6
7
8
SECTION 6 ASSIGN INCOMING TRUNK RING GROUPS TO ACD
GROUPS
This section explains how to customize Trunk Ring ACD Groups for each Work Period. You will assign
Incoming Trunk Ring Groups to ACD Groups for each daily Work Period. If a trunk within the incoming
group is assigned to an ACD Group, incoming calls on that trunk directly ring the first available ACD
agent. The system always knows the day of the week, so ACD can implement the schedules and
periods you program automatically. Use the Table 2-12 ACD Incoming Trunk Ring Group Assignment
Worksheet (41-03-xx) on page 2-10 and the sample below when completing this step.
There are 50 Ring Groups, eight Work Periods and 8 ACD Groups.
You can assign whether the night announcement is used for the ring group. The night announcement
function is not available for ACD pilot number calls.
SL2100
ISSUE 1.0
2-8
Setting Up ACD for the First Time
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