Initial provisioning workflow for ACD programming with resiliency

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Ensure that you have completed the manual steps in the platform setup section for a resilient ACD system. See Resilient ACD.

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  1. Ensure that the platform group is up-to-date.

  2. Ensure you are following the ACD resiliency instructions.

  3. Program EMEM RAD (if required). See Configure ACD RAD and Music on Hold resiliency.

  4. Program MOH (if required). See Configure ACD RAD and Music on Hold resiliency.

  5. Create agents or users (skip if this is done via bulk import). See Add, modify, and delete users.

  6. Create the ACD group. See Add, edit, and remove groups.

  7. Program the ACD path (Queue). See Add, edit, and remove paths.

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  1. Configure YSE to sync with MiVoice Business. See MiContact Center Business - MiVoice Business Installation and Administrator Guide.

  2. Complete initial provisioning of YSE as per best practices.

Note: Enable read/write in YSE. Write back is not supported on the resilient ACD path programming