# ACD Extended Agent Skill Groups

## Description

ACD Extended Agent Skill Groups is an enhancement to the Uniform Call Distribution (UCD) feature.

The UCD feature supports a maximum of 64 agent skill groups, with up to 150 agents in each group. If you enable the ACD Extended Agent Skill Group option, the maximum number of agent skill groups increases to 999 for server-based MiVoice Business for Industry Standard Server, MiVoice Business Virtual MiVoice Business platforms with up to 700 agents per group and 128 groups of 500 agents each for all other controllers.

NOTE: Up to 1000 agents can be logged in at any one time on server-based MiVoice Business for Industry Standard Server, MiVoice Business Virtual MiVoice Business platforms . On all other platforms the limit is 350.

## Conditions and Feature Interactions

- The UCD feature is a prerequisite for ACD Extended Agent Skill Groups.

- If you have more than the maximum agent skill groups programmed when you enable this feature, you will only retain the permitted maximum number of groups (128 or 999) when you perform a backup.

- The total number of agent skill groups includes ACD groups for which the system is the primary element, ACD groups for which the system is the secondary element, and ACD Express groups.

## Programming

1. Program Uniform Call Distribution.

2. License and Option Selection form

- Set "Extended Agent Skill Group" to Yes.

3. In the ACD Agent Skill Groups form

- Program up to 500 agents per group. Program other fields as described for ACD Programming.

NOTE: An agent can appear only once in a single agent skill group.

## Operation

None.

Related Topics

- Uniform Call Distribution - Description