sundance-communications.com/forum Forums TDM Business Telephone Systems Inter-Tel Telephones & Systems Creating and using ACD

(inter-tel system version 10.002)
My salesperson tells me that we are licensed for ACD, and we'd like to move our call center from hunt groups to ACD.

I can't find anywhere in DB Studio to create and ACD group..so that's number 1.

I have a hunt group (2002) that has all the extensions that we want to use for the ACD, how do I set up the ACD to use that same hunt group?

I have another hunt group, 2005, that is only active when a program (STAR application)is run. Some members of our call center have IP phones and remote access from home offices that they use during bad weather. Can I set up an ACD group to only be active if the STAR app is turned on? Or am I making it more complicated than it should be?

Thanks in advance, help is appreciated.

Flag on Huntgroup needs to be checked (ACD Hunt Group - 7th item down). Flags are also found there if you want to use agent ID's.
Yes, it does sound like you are making things more complicated than it should be on HG 2005. Get you HG 2002 working as desired and then continue the fight - I mean challenge.

Ok...but how do I create the ACD group?
Doesn't an ACD group need to be created so that I can assign the extensions?

You don't create an ACD hunt group. You create a hunt group and then FLAG it as an ACD hunt group as BaKaatz described above.

(All you need to do is flag the existing hunt group as ACD.) Be sure you agents are trained on the new login/logout procedures prior to switching over.

ah...gotcha

Thanks

I'm still at a loss. I have my hunt group, 2002. The members of the hunt group is extension keyset P0001. I can't turn on ACD hunt group for HG 2002. Do I create a new ACD Agent ID list under extension lists and add the Keyset list to that, then add the ACD Agent ID list to the Agents for 2002?

ACD Hunt groups do not have to have agents. They can have members. The only reason to use agents is is multiple people are using the same phone.

When you say you can't turn on ACD, can you explain?

Can you check under software license and see if you are licensed for ACD hunt groups?

the only option I see is upload license under the operations menu...where do I look? I know my sales person told me I had a license...but we all know how that it, lol.

Under Hunt Groups, HG 2002, ACD Hunt Group is set to NO and I can't right click or edit to say yes. Agents has the red X, as do all the other listings that mention ACD.

Go into DB Studio, on the left side click Software License and it will show you what features you are licensed for.

Sounds like you are not licensed for ACD. You will need to go through your dealer to obtain that license.