# ACD Programming

## Before you Begin

- Ensure that a suitable plan has been prepared and is available

- Ensure that the ACD Active Agent Licenses are entered in the License and Option Selection form.

## Conditions

- ACD calls presented to an agent does not follow Call Rerouting or Call Forwarding programmed against the agent.

## Programming

1. User and Services Configuration form

2. Program a key on the device as ACD.

2. Configure ACD sets and/or Hot Desk enabled sets:

3. For traditional ACD agents, assign telephones as ACD sets by setting ACD Enabled to "Yes" in the Multiline IP Sets ( ).

4. For Hot Desk ACD agents, program Hot Desk enabled Multiline IP Sets. In the Class of Service Options form ( ) of the Multiline IP Phones, set the "Hot Desk Login Accept" field to "Yes". If you want the Hot Desk agents to use the traditional agent telephone user interface, assign the Multiline IP Phones as ACD sets by setting ACD Enabled to "Yes" in the Multiline IP Sets ( ).

3. Configure traditional, Hot Desk ACD or External Hot Desk agents.

   NOTE: Do not configure both traditional ACD agents and Hot Desk ACD agents on the same system. External Hot Desk Agents can coexist on the same systems with either of the other agent types.

4. If you are using traditional ACD agents, assign the agent ID numbers in the ACD Agent IDs form.

5. If you are using Hot Desk ACD agents, see Adding multiple new Hot Desk ACD agents or Adding a single Hot Desk ACD agent.

6. If you are using External Hot Desk agents, program an External Hot Desk User as either a traditional or Express ACD agent in the User and Services Configuration form.

7. If you are configuring a resilient ACD system, configure the agents as resilient Hot Desk ACD agents. Refer to ACD Resiliency in the Resiliency Guide for details.

   NOTE: The agent ID number must be a unique number in the directory.

4. ACD Agent Skill Groups form

5. Ensure that all agents are members of an ACD agent skill group if they are to take path calls. An agent skill group should contain at least one agent ID.

6. If you are configuring a resilient ACD system, you must enable resiliency for the agent skill group. Ensure that you assign the agent skill group members to the same secondary controller as the agent skill group (that is, both the agent skill group members and the agent skill group to which the members are assigned must have the same secondary controller). If you do not assign the agent skill group members to the same secondary controller as the agent skill group, the agents will not receive ACD calls during a failure of the primary controller. Refer to "ACD Resiliency" in the Resiliency Guidelines for details.

5. ACD Paths form

6. When you program RADs and RAD groups in an ACD path, the "Delay To Start" Timer overrides the "Answer Plus Delay to Answer Timer" in the RAD's Class of Service. To recall an ACD Paths form, enter the path directory number. If the directory number is new, the form will display the default values.

- If you are configuring a resilient ACD system, program the paths to the remote cluster agent skill groups by entering the remote digits (CEID digits) into the appropriate field in the ACD Paths form. Also, enter values for the Remote Agent Group Priority field and Remote Agent Blocking Timer fields in the ACD Paths form. You must complete these fields if the agent skill group is resilient and if one of its controllers is the same as the path controller. The values in these fields are only applied when calls are queuing remotely to the agent skill group.

- Enter the COS the path uses when the system is in Day, Night1 and Night2 service mode.

6. User and Services Configuration form

- Use the User and Services Configuration search to find the Agent ID numbers that you assigned in the ACD Agent IDs form. Assign names to the numbers. In ACD, the agent name, agent ID, path name, path directory number, group name, and group directory number can be entries along with regular user names and extensions.

7. Class of Service Options form

- Enter the required "ACD Agent No Answer Timer" duration.

- (Optional) To allow Silent Monitor/Whisper Coach, enable "ACD Silent Monitor - Allowed" in the supervisor's Class of Service and enable COS option "ACD Silent Monitor - Accept" for the agents or at least one member of the hunt group.

- To manage agents behavior when they do not answer an ACD call, see ACD Agent Behavior on No Answer COS.

- (Optional) Configure "Prefer Call Forwarding/Rerouting Information" to give priority to either the path information or the call forwarding/rerouting information that is presented on the ringing agent's phone for calls forwarded or rerouted to the path.

8. Multiline Set Keys form

ACD sets must have prime lines of the "single line" type.

- Program Specific Group Threshold Alert (specific grp alert) keys for Supervisors' telephones. Program the directory number for the Specific Group Threshold Alert key at the set, and assign it in the Agent Skill Groups form as the Alert Device.

- Program Generic Group Threshold Alert (generic grp alert) keys for Agents' telephones. Do not specify directory numbers for Generic Group Threshold Alert keys.

  NOTE: The "Generic Group Alert" key does not work if an agent is a member of more than one group. Generic Group is intended to display single queue status when an agent logs in. If the agent belongs to multiple groups, the Generic Group Alert function does not know which group to display and will not work. In this situation, to display the queue status for each group that includes that particular agent, program a "Specific Group Alert" key for each group.

9. Feature Access Codes form

- Define the feature access codes for ACD features.

10. System Options form

- (Optional) Enable "Make Last Agent Unavailable on No Answer".

11. Hunt Groups form

- "ACD" and "Phantom" numbers will become "Path" numbers.

- Phantom hunt groups may still be used for ACD but will probably not be required.

- The first member of each of these hunt groups will have to be noted to reference Station

- Attributes."ACD" hunt group members will be assigned new "Agent ID's" and grouped into "Agent Skill Groups". RAD's and Alert Devices defined in the "ACD" hunt groups will be used in the ACD Paths form.

12. Agent Skill Groups form

- Set the "Group uses Skill Level" field to "Yes".

- For each agent, set the Skill Level field to a value between 1 (highest skill level) and 500 (lowest skill level). An agent can appear only once in a single agent skill group.

- To disable Skill-Based Routing for an agent skill group, clear the Skill Skill Level field of all agents, commit the form, set the Group uses Skill Level Level field to "No", and commit the form again.

13. Application Logical Ports form

- Enable Real Time Event records by defining "ACD Report Port".

14. To enable Dial Out of ACD:

- ACD Path Interflow Dialing Lists form

- - Enter the destination Directory Numbers that are dialed when a caller presses a programmed digit during a RAD message.

  - NOTE: Ensure that the digits and destinations programmed match the information specified in the RAD messages.

- ACD Paths form

Set the DTMF Receiver Unavailable Action to:

1. - Play RAD if the RAD message is to be played and the call will continue without the capability to dial out of the path during the recording.

   - Skip if the RAD message is not played and the call will continue without the capability to dial out of the path during the recording.

   - Divert if the call is to be diverted to the destination defined by the DTMF Receiver Unavailable Answer Point Directory Number field. If you are selecting the Divert option, enter a destination value into the DTMF Receiver Unavailable Answer Point Directory Number field.

For each recorded announcement:

1. - Reference the appropriate instance in the Path Interflow Dialing List Number field of the ACD Path Interflow Dialing Lists form.

   - Set the Release Digit Receiver After Recording field to Yes or No. If this field is set to Yes for a particular recording, callers can dial out during the RAD but not once it has finished. If the field is set to No, then the caller will be able to dial out following completion of the RAD too. This capability remains available until a recording with different programming is played, the call is answered, or the caller clears the line.

NOTE: The ACD Paths and the ACD Path Interflow Dialing Lists forms can be programmed in any order.

Related Topics

- ACD Overview

- Networked ACD

- ACD Planning

- ACD Real Time Events Records

- ACD Telephone Feature Operations

- ACD Terminology