Procedure

The following procedure is recommended for the initiation of the Integrated ACD function:

• Initiate digital extensions and category data for ACD use (agent position).

• Initiate ADNs and category data for ACD member use.

• Initiate application system parameters.

• Initiate ACD system parameters.

• Initiate ACD groups and category data.

• Initiate ACD members.

• Initiate ACD options.

• Initiate backup groups for ACD groups (if desired).

The following procedure is recommended for initiation of the CTI group:

• Initiate the Computer Supported Telecommunications Application (CSTA) Application.

• Initiate the CTI group and category data.

• Monitor the CTI group from the CSTA Application or Call Center Application.