# ACD Express Groups

## Purpose

ACD Express Groups are similar to ACD Paths and ACD Agent Skill Groups.

Use this form to perform the following tasks:

- configure ACD Express Groups

## Conditions

- ACD Express Groups require a main or pilot directory number (DN), through which calls are presented to the call answer group.

- Traditional agents cannot be added to an ACD Express Group.

- Hot Desk agents that are also members of an Agent Skill group cannot be added to an ACD Express Group.

- ACD Express Groups are stored in ACD Path and Agent Group table records in the call control database. The Express Group pilot number becomes the Path DN. The associated Agent Group is not allocated a DN. The Agent Group table record is linked to the Path record as the primary group.

## Field Descriptions

Parameter | Description | Default Value
ACD Express Group | The DN of the group (1–7 digits) | Blank
Local-only DN | Allows you to specify the ACD Express Group number as a local-only directory number in a cluster. See Local-only Directory Numbers and RDN Synchronization for more information. | Not Selected
ACD Express Group Name | System-generated, protected field. Displays the telephone directory name for the group directory number. Can be up to 20 characters long. | Blank
Priority | Enter a number in the range of 1 to 64 to denote priority for this path, with number 1 having the highest priority. | 64
Recording 1: Delay to Start Time Minutes | Specifies when this recording starts relative to when the caller enters the group. Enter a time in minutes in this field and seconds in the next field. The maximum delay time is 54 minutes, 0 seconds. | Blank
Recording 1: Delay to Start Time Seconds | Specifies when this recording starts relative to when the caller enters the group. Enter a time in minutes in the previous field and seconds in this field. The maximum delay time is 54 minutes, 0 seconds. | Blank
Recording 1: Directory Number | Enter a number 1 to 7 digits in length. This number must be the directory number of a RAD or RAD group. | Blank
Audio Source | Select the audio source for Recording n. Options: None for no audio source. If you select None, the system Music On Hold source that is programmed in the System Access Points form is used between the RADs. If the system Music On Hold source is also set to None in the System Acess Points form, silence is provided between the RADs. Embedded for multi-music on hold. If you select Embedded, the "Embedded Music Source" field is enabled. External to use an Alternative Recording Device (ARD) as the music source. If you select External, the "Alternative Recording Device" field is enabled. If you don't program the Alternative Recording Device field before saving your changes, the Audio Source field reverts to None. | None
Embedded Music Source | Select the ID number of the desired music file. NOTE: The AX Controller only supports two embedded audio sources. Source #0 is predefined as Music on Hold. Therefore, you can only assign Source #1 to Tenant Music on Hold or ACD Music on Hold. | 1
Alternate Recording Source | Enter the ONS directory number to which the desired ARD is attached (programmed in the Analog Sets form). This field accepts an SIP or IP telephone DN. In order to program additional recordings for either an embedded music source or an ARD, the preceding recording must be programmed. For example, to program Recording 2: recording 1 must also be programmed. Recording 3: recordings 1 and 2 must also be programmed. Recording 4: recordings 1, 2 and 3 must also be programmed. | Blank
Recording 2: Delay to Start Time Minutes | Enter the number of minutes (up to 54) between the start of this recording and the end of the last recording. The maximum delay time is 54 minutes, 0 seconds. | Blank
Recording 2: Delay to Start Time Seconds | Enter the number of seconds between the start of this recording and the end of the last recording. The maximum delay time is 54 minutes, 0 seconds. | Blank
Recording 2: Directory Number | Enter a number 1 to 7 digits in length. This number must be the directory number of a RAD or RAD group. | Blank
Repeat Last Recording Enabled | Enter Yes to play the last programmed recording and ARD in the path to indefinitely (while the caller is queued) with the interval time as specified in the Last Recording Repeat Interval field. | Blank
Last Recording Repeat Interval Minutes | This field is mandatory if Yes is specified in the Repeat Last Recording Enabled field. Enter a time in the range of 0 to 54 minutes. | Blank
Last Recording Repeat Interval Seconds | This field is mandatory if Yes is specified in the Repeat Last Recording Enabled field. Enter a time in the range of 00 to 59 seconds. | Blank
Interflow Enabled | Enter Yes to allows waiting ACD calls to exit ACD and call the specified interflow point directory number. | No
Interflow Time Out Minutes | Enter a time in the range of 1 to 54 minutes. This field cannot be left blank if Interflow Enable is set to Yes. | Blank
Interflow Time Out Seconds | Enter a time in the range of 0 to 59 seconds. This field cannot be left blank if Interflow Enable is set to Yes. | Blank
Interflow Point Directory Number | Specifies the directory number of the interflow destination. Valid interflow destinations are stations, attendant consoles, ACD paths, hunt groups, ring groups, system speed calls, RADs and RAD groups. RADs and RAD groups as interflow point directory numbers are treated as auto-attendants. NOTE: If this field is left blank and interflow is enabled, the caller will be dropped. | Blank
Unavailable Answer Point Directory Number | Specifies the directory number of the destination that new ACD calls are routed when the group is unavailable. Valid destinations are stations, attendant consoles, ACD paths, hunt groups, ring groups, system speed calls, RADs and RAD groups. RADs and RAD groups as interflow point directory numbers are treated as auto-attendants. If this field is not programmed, the default handling for an unavailable group is to drop external callers, and restart internal callers. RADs and RAD groups programmed as unavailable answer points are treated as night RADs. | Blank
First Status Threshold Minutes | Select the first status threshold time for calls queued against the agent skill group in minutes. This time must be less than the time assigned to the second status threshold. Can be in the range of 0 to 54 minutes (blank specifies no first status threshold alerting for the agent skill group) | Blank
First Status Threshold Seconds | Select the second status threshold time for calls queued against the agent skill group in minutes. This time must be greater than the time assigned to the first status threshold. Can be in the range of 0 to 54 (blank specifies no second threshold alerting for the agent skill group). | Blank
Second Status Threshold Minutes | Select the second status threshold time for calls queued against the agent skill group in minutes. This time must be greater than the time assigned to the first status threshold. Can be in the range of 0 to 54 (blank specifies no second threshold alerting for the agent skill group). | Blank
Second Status Threshold Seconds | Select the second status threshold time for calls queued against the agent skill group in seconds. This time must be greater than the time assigned to the first status threshold. Can be in the range of 00 to 59 seconds (blank specifies no second threshold alerting for the agent skill group). | Blank
Alert Device | Enter the directory number of a Broadcast Group A directory number programmed to appear on multiple devices constitutes a broadcast group. There are two types of broadcast groups: Non-Prime Line and Prime Line. A Non-Prime Line group is a directory number programmed on one or more devices that is not the prime line on any device. A Prime Line group is a directory number programmed on button 0 of a phone. Server-based variants of MiVoice Business that use x86 processors, MiVoice Business for Industry Standard Servers MCD-ISS), Multi-instance MiVoice Business, and Virtual MiVoice Business, up to 250 appearances of the directory number can appear on one or more devices. For all other 3300 ICP/MiVoice Business call control platforms, up to 32 appearances of the directory number may appear on one or more devices. or an ONS/OPS device that is used as a threshold alert device. Can be 1 to 7 digits in length. | Blank
Queue Callers to Group When No Agents are Logged In and Present | Select Yes to allow calls to queue to the agent skill group even if no local agents are logged in or all logged-in agents are busy or absent from the group (see Group Presence). This option does not affect the Auto-Logout Agent On No Answer system option nor interflow. However, calls will not follow Path Unavailable Routing. Calls that queue to an agent skill group with this option and predictive overflow enabled will immediately overflow. This option will not allow calls to queue to agent skill groups placed in Do Not Disturb. Agent skill groups and paths with this option enabled should be placed in Do Not Disturb outside of business hours to avoid calls needlessly queuing. This option does not affect agent skill groups that are programmed with a remote subgroup in Networked ACD. | Blank
Add Member
Member | System-generated, protected field. Identifies the member. |
Agent ID | Enter an Agent identification number. This number is similar to directory numbers in the system. 1 to 7 digits in length. | Blank
Agent Name | System-generated, protected field. Displays the telephone directory name for the Agent. Can be up to 20 characters long. | Blank
Presence | Specify whether the agent is initially present or absent from the ACD Express Group. Absent agents do not receive calls to the group. | Present