UNIVERGE SV8100 Issue 5.0
Automatic Call Distribution (ACD) 1 - 59
Agent Identity Code (AIC)
An Agent Identity Code (AIC) allows ACD agents to log in any extension without setting Program
41-02-01. Using AIC, ACD agents can also log in to multiple ACD groups at the same time (up to 64
ACD Groups). The system also allows all extensions (up to the system maximum) to log in using the
same AIC code. AIC and ACD groups for each work period (mode pattern number) can be set in
Program 41-18-01 as shown in the following example.
Example:
With this example, ACD works as follows:
Example 1: Log In with AIC 789
o During Mode Pattern 1, ACD agents belong to ACD groups 1, 2, and 16 at the same time.
o During Mode Pattern 2, ACD agents belong to only ACD group 1.
o During Mode Pattern 3~8, ACD agents do not belong to any ACD group and the ACD extensions work as
normal extensions.
Example 2: Log In with AIC 567
o During Mode Patterns 1~8, ACD agents belong to only ACD group 10.
Example 3: Log In with AIC 678
o During Mode Patterns 1~8, ACD agents belong to ACD groups 2, 3 and 5 at the same time.
Table
#
AIC
Operation
Group
Mode Pattern Number
12345678
1789 1 11------
2789 1 21------
3789 1 161------
4 567 10 10 10 10 10 10 10 10 10
5 678 2 22222222
6 678 2 33333333
7 678 2 55555555
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