sundance-communications.com/forum Forums Other TDM Phone Systems Iwatsu Telephones & Systems ACD agent question

Hi, we have had a person leave the company and another take their place plus we have an additional person that needs to be added to the ACD system so calls come to her. Can someone please help? Specifically I need to know:

1) How do I change the names to remove the old person and change it to the new person

2) How do I add an additional extension and name into the ACD system so calls will come to her phone?

We have the IWATSU Programmer 4.3.2672.

I'm familiar with how the programmer works with downloading the db making changes and uploading fields.

Also if anyone could point me to a link for a technical programming manual so I could read about the programming on this system that would be helpful.

Thanks

ACD settings are listed under Incoming Calls in the programmer tree.

Agents (phone answerer types) have their own subheading. Find the agent you want to replace and change the name. As for the new agent, copy the settings for an agent currently in that ACD group.

Check the link at the top of the page for a manual.

Is that all I need to do to create a new agent? I guess where my technical mind is not clicking is how is the agent tied to a certain extension? IE.. the new persion has extension 334 so how do I tell the system that 334 is an agent? Also I know I probabably need to put some buttons for logging on and off the queue on the phone which I think is probably under key patterns etc.

Thanks for your reply!

You're not so much assigning an extension as you are creating an agent. Once an agent is created, they can log in from any extension with the right buttons assigned. To keep things simple in a place that doesn't have hundreds of agents, I try to make the agent number match the extension number. Then, when the agent logs in at their extension, their agent number begins receiving ACD calls.

As far as key patterns go, copying one that works is your best bet.

Okay - that makes sense. I guess you shouldn't need to assign an extension if they are logging on. I will be back at that customer on Wednesday so I will give it a try then. Thanks for the help!

I have created a new agent, but after pressing the agent login key it asks for an ID number? Can you guys tell me where to create the actual agent ID number?? Thanks