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Joined: Nov 2004
Posts: 6
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Joined: Nov 2004
Posts: 6 |
We have a 228 that was recently defaulted and restored with an out-of-date backup (the more recent backup was not readable). Most problems have been resolved but the ACD operation on some phones isn't correct yet. I think this means I need to learn how to do the ACD programming. But here's the problem with that:
We have one manual for the 228, about 3" thick, updated through software 228-8.0, and although it mentions ACD here and there, there is no ACD section in the manual.
On the other hand, the main menu says:
Eclipse 2.0.0 09/09/98
OPTIONS DCM3 LCR VMS Sil 324 AACD500 CID TIME
Being really new at this (sad story), I don't seem to be able to get my head around the exact workings of ACD enough to go in and start messing with the Q screens.
What I think I understand: We have agents (or would-be agents) that have some primary assignment with a priority (?) shown on one screen while subgroup assignments and priorities (again ?) shown on another screen. Taking these two screens together, I deduce that we have these agents set up like this:
003 <name> 02/0 03/1 04/0 15/0 00/0 ...
007 <name> 01/0 15/7 00/0 ...
040 <name> 03/0 05/0 07/0 00/0 ...
041 <name> 03/0 05/0 00/0 ...
059 <name> 00/0 ...
068 <name> 06/0 00/0 ...
where some of the groups are:
01 Catalog Sales
02 Customer Service
03 New Sales
...
15 Reception
And lastly, the people logging on to the system tell me that they sometimes use their own number (eg, 040) but usually use their number + 100 (eg, 140). And sure enough, the agent list has the same agent names disguised above also appearing in the 100's and the 200's. I take this to be an easy way for the same person to assume different roles while still being uniquely identified.
Sorry about the rambling. How do I find out more about the workings of ACD?
Thanks!
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Joined: Sep 2001
Posts: 2,360 Likes: 9
Moderator-Executone-Isoetec, Samsung
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Moderator-Executone-Isoetec, Samsung
Joined: Sep 2001
Posts: 2,360 Likes: 9 |
You really should get a hold of a manual that has the ACD section.You are right about the login and then logging in +100 etc.In the acd you can be assigned to a acd group as your primary group and then another acd group as your secondary group.The purpose is to answer calls for your primary group first (if there are any in que) and to handle overflow for a second group.
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Joined: Nov 2004
Posts: 8
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Member
Joined: Nov 2004
Posts: 8 |
<font face="Verdana, Arial" size="2">Originally posted by djnicholsusa:
We have a 228 that was recently defaulted and restored with an out-of-date backup (the more recent backup was not readable). Most problems have been resolved but the ACD operation on some phones isn't correct yet. I think this means I need to learn how to do the ACD programming. But here's the problem with that:
I would be more than happy to do a remote access to your system to program your acd system. I am a former pre-sales and systems engineer with executone. I was the product manager and tester on the ACD product for the company. Please contact me if you would like to use my services.
We have one manual for the 228, about 3" thick, updated through software 228-8.0, and although it mentions ACD here and there, there is no ACD section in the manual.
On the other hand, the main menu says:
Eclipse 2.0.0 09/09/98
OPTIONS DCM3 LCR VMS Sil 324 AACD500 CID TIME
Being really new at this (sad story), I don't seem to be able to get my head around the exact workings of ACD enough to go in and start messing with the Q screens.
What I think I understand: We have agents (or would-be agents) that have some primary assignment with a priority (?) shown on one screen while subgroup assignments and priorities (again ?) shown on another screen. Taking these two screens together, I deduce that we have these agents set up like this:
003 <name> 02/0 03/1 04/0 15/0 00/0 ...
007 <name> 01/0 15/7 00/0 ...
040 <name> 03/0 05/0 07/0 00/0 ...
041 <name> 03/0 05/0 00/0 ...
059 <name> 00/0 ...
068 <name> 06/0 00/0 ...
where some of the groups are:
01 Catalog Sales
02 Customer Service
03 New Sales
...
15 Reception
And lastly, the people logging on to the system tell me that they sometimes use their own number (eg, 040) but usually use their number + 100 (eg, 140). And sure enough, the agent list has the same agent names disguised above also appearing in the 100's and the 200's. I take this to be an easy way for the same person to assume different roles while still being uniquely identified.
Sorry about the rambling. How do I find out more about the workings of ACD?
Thanks!</font>
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