# Networked ACD - Conditions

- The Networked ACD feature requires the following features to be operational:

- ACD

- Uniform Call Distribution (UCD)

- MSDN/DPNSS Voice VI

- The Uniform Call Distribution and Networked ACD features cannot both be selected on the same software load.

- An agent skill group that contains a remote agent subgroup cannot contain any local agents.

- A remote agent cannot be added to a local skill group.

- A remote agent who does not answer a call is automatically logged out or made absent (from all groups) and no further calls are offered to it, unless it is the last logged in agent in the group and the "ACD Make Last Agent Unavailable on No Answer" is set to "No". If a call interflow timer expires as a call is ringing a remote agent, the call is not interflowed unless it is not answered and the remote agent is automatically logged out or made absent.

- The "First Threshold Time", "Second Threshold Time", and "Alert Device" fields cannot be programmed for an agent skill group that is programmed with a remote agent subgroup. Similarly, a remote agent subgroup cannot be programmed in an agent skill group if threshold times and/or an alert device is programmed for that agent skill group.

- The maximum number of remote agent subgroups that can be programmed on a system is one-half the number of programmed agent skill groups for that system selected from its dimension and feature programming. With the introduction of ACD Resiliency, there is no longer a need to make use of these subgroups, but they are still available. Regardless of whether or not you have the Extended Agent Groups option enabled, you are limited to 64/2 = 32 subgroups.

- Networked ACD is not supported for Hot Desk users.

- When an ACD call rings a remote agent, the caller hears the ringback tone instead of the path RAD or MOH.

NOTE: When an ACD call rings a local agent, the caller hears MOH or a RAD (instead of ringback tone) while the agent is being rung.

Related Topics

- Networked ACD - Description

- Networked ACD - Programming