Issue 4.0 UNIVERGE SV8100
2 - 8
In the ACD Number column of the ACD Assignment Worksheet (41-02-01) on
page 2-9, 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 ACD Assignment Worksheet (41-02-01) on page 2-9, enter the ACD
Group number (1~64) for each extension for each available Work Period
WP1~WP8. Refer to ACD Agent Work Schedule Worksheet (41-05-01) on page
2-6 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.
Sample ACD Assignment Worksheet (41-02-01)
ACD
Number
(1-512)
Extension
Number
For each extension number, enter ACD Group for each work
period (WP)
(41-05-01)
WP 1 WP 2 WP 3 WP 4 WP 5 WP 6 WP 7 WP 8
1 105 1 1
2 107 1 1
3 117 1 1
4 139
2 1
5 109
2 2 2 1
6
111
222
7 115 222
To Next Page
Loading...
