ACD Settings Tab

NOTE: Some configuration settings do not apply to MiCollab Client Stand-alone Web Client users (see table for details).

Automatic Call Distribution (ACD) is an optional feature for Enterprises using MiCollab Client. ACD is used by call centers to manage incoming calls to a single directory number. The calls are distributed among a group of logged in call center agents. When ACD is enabled for the agent, the Desktop Client provides an ACD view.

The ACD Settings tab includes fields and options used to configure ACD groups, account codes, and busy reasons. When an ACD agent starts his or her MiCollab Client, the MiCollab Client Service sends the ACD settings to the client and populates the ACD view.

Select the Enterprise from the list box and then configure the following areas for ACD settings.

The MiVoice Business switch requires ACD agents to be included in ACD groups. The ACD Groups table contains the following column headings:

Group ID: The Group ID should match the group ID of an ACD group configured on the MiVoice Business switch.
Switch IP: The IP address of the MiVoice Business switch.
Agents: The list of extensions included in the ACD group.

You can Add, Edit, or Delete ACD Groups.

In addition you can add and delete agent extensions to the groups.

To add agent extensions to the ACD group:

Click . The ACD groups table expands to include an agent edit area.
Do one of the following:

To add a single extension, type the extension number in the first box and leave the second box blank.
To add a range of extensions, type the starting extension in the first box and the ending extension in the second box.

Click Add, and then click Done.

To delete agent extensions from the ACD group:

Click . The ACD groups table expands to include an agent edit area.
Click for the extension or range that you want to delete.
Click Done.

When you are finished configuring ACD Groups, click Apply to save the information, or click Reset to clear your changes.

To facilitate reporting, some call centers require account codes for ACD calls. At startup, account codes are sent to the desktop clients for the users (agents) who have been configured for the ACD feature. Agents can then apply the account code during the call from the Desktop Client's ACD view.

The Account Codes table contains the following column headings:

Code: The numeric value for the account code (2-12 digits).
Label: The description you provide for the account code.

You can Add, Edit, and Delete account codes.

When you are finished configuring Account Codes, click Apply to save the information, or click Reset to clear your changes.

The Busy Reasons section allows you to manage the ACD busy reasons provided by the switch. The number of busy reasons displayed is determined by the switch type (see table below).

The Busy Reasons table contains the following column headings:

Code: The numeric value for the busy reason code.
Label: The default description, (or description that you provide), for the busy reason code.

Code	MiVoice Business Default Label	MiVoice Office Default Label
0	No Reason	No Reason
1	At Lunch	At Lunch
2	Gone Home	Gone Home
3	Unavailable	Unavailable
4	Do-Not-Disturb	Do-Not-Disturb
5	In Meeting Until	In Meeting Until
6	On Vacation Until	On Vacation Until
7	Page Me	Page Me
8	Call Me At	Call Me At
9	Away from Desk	Away from Desk
10	Out of Town Until	Out of Town Until
11	Telecommuting	Telecommuting
12		Out Until
13		Leave Voice Mail
14		On Break
15		In Training
16		Out of Office
17		Meeting Customer Until
18		Travelling
19		Off Site at

You cannot add or delete busy reason codes or labels. However, you can edit all of the busy reason labels except for the label for code 0 (No Reason). This busy reason code is predefined and cannot be changed.

When you are finished editing Busy Reason labels, click Apply to save the information, or click Reset to clear your changes.