The ACD Remote Agent Subgroups form is only available with Networked ACD and can be used to program priority and agent blocking.
NOTE: A remote agent subgroup's ID number and name and access number may be programmed in Telephone Directory. This name will be displayed in the ACD Remote Agent Subgroups form. Any call processing feature, such as Phonebook searching, that requires the display of the remote agent subgroup's ID number and name, will use this programmed telephone directory entry.
Use this form when performing the following tasks:
Parameter |
Description |
Default Value |
Remote Subgroup ID Number |
Enter a directory number that is 1 to 7 digits in length. Each remote agent subgroup must have a unique remote subgroup ID number. |
Blank |
Remote Subgroup Name |
System-generated, protected field. Displays the telephone directory name for the remote subgroup ID number. The field is 0 to 21 characters in length. |
|
Remote Access Number |
Enter the ARS routing digits that translate to the Agent Skill Group ID Number on the overflow Answering Point system. |
Blank |
Remote Agent Group Priority |
An optional, programmable field in the range of 1 to 64, 1 having the highest priority. The value of this field, if not nil, overrides the priority of the path in which the remote subgroup is programmed. Calls are presented to agents in order of priority and then call wait time. |
Nil |
Remote Agent Blocking Timer |
An optional, programmable field in the range of 5 to 60 seconds. This timer is programmed on the distributor system and conveyed to the Remote Agent by DPNSS, when they become free to accept path call. It allows Remote Agents to be blocked based on the number of network hops between the distributor and remote system. |
60 seconds |