UNIVERGE SV8100 Issue 4.0
ACD Installation Manual 3 - 7
ACD Skill Based Routing
Description
The SV8100 can distribute ACD calls based on the Agent’s skill level when it receives
ACD Calls. There are seven priority levels that the Agents can be set to for each ACD
Queue. Each queue can have a different priority level. This will work for both AIC
and Normal Agents. The skill levels are based on the Login ID that the Agents use.
This requires both the Version 5000 Enhancement license and the ACD Skill Based
Routing license.
Normal Login Mode
This section describes the skill level assignment for each agent in Normal Login
Mode.
Ext 101
Login ID: 1010
Ext 102
Login ID: 1011
Ext 103
Login ID: 1012
Mode Assignment (PRG 41-05-01)
Mode 1 8:30~12:00
Mode 2 13:00~17:30
ACD Group Assignment (PRG 41-02-XX)
Mode 1 Mode 2 --- Mode 8
Ext 101 Group 1 Group 1 --- 0
Ext 102 0 Group 1 --- 0
Ext 103 Group 1 Group 2 --- 0
Login ID to Skill Table (PRG 41-21-01&02)
Login ID Skill Table
1010 Table 1
1011 Table 2
1012 Table 3
Skill Table (PRG 41-23-01)
Group 1 Group 2 --- Mode 64
Table 1 Level 1 Level 1 --- Level 1
Table 2 Level 2 Level 1 --- Level 1
Table 3 Level 2 Level 1 --- Level 1
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