# ACD Express Groups - Programming

To program ACD Express Groups:

1. License and Option Selection form

- Ensure that you have enough IP user licenses available for the desired number of ACD Express Agents.

2. User and Services Configuration form

3. Create the ACD Express Agent(s) by provisioning them as a Hot Desking user and as an ACD Agent.

3. ACD Express Groups form

- Create an ACD Express Group.

- Add the ACD Express Agent(s) to the ACD Express Group.

NOTE: The rules that govern ACD Express Group and Member configuration are the same as those that govern ACD ACD Paths and ACD Agent Skill Groups.

4. (Optional) Class of Service Options form

- To allow Silent Monitoring, 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 express group.

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

### Overflow/Interflow

When an ACD Express Group installation requires a number of overflow
When overflow occurs in a call centre environment, calls will overflow from one group or site to another. More specifically, Intraflow occurs when calls flow between agent groups and Interflow is when calls flow out of the ACD to another site. groups in support of one or more primary groups, the configuration is slightly different from ACD paths and/or MiVoice Business Hunt Groups:

- The primary ACD Express Group Interflow
  Interflow is a time-based or load-based feature that takes an ACD call out of the path and routes it to the interflow answer point (if programmed). All calls that interflow lose their priority in the Queue. point is configured with the pilot number of an overflow ACD Express Group.

- If a second overflow group is required, the first overflow group's Interflow point is configured with the pilot number of the second overflow ACD Express Group. ACD Express Groups can be chained in this manner to provide the desired number of overflow groups.

- The last overflow group often has its Interflow point configured as a voice mail system pilot number.

- If the primary and/or some overflow groups are configured NOT to queue calls when the group contains no logged in and present members, to avoid breaking the chain of overflow groups, these groups may have their Group Unavailable Answer point configured the same as the Interflow destination.

When ACD Express is configured as described above, calls do not remain queued to previous groups after interflowing.

Related Topics

- ACD Express Groups - Description

- ACD Express Groups - Conditions

- ACD Express Groups form

- ACD Path

- ACD Skill-based Routing

- Hot Desk ACD Agents - Description

- ACD Agent Skill Groups

- Hunt Groups

- ACD Paths

- ACD and SMDR Reports