Expert Documentation

Chapter 10
- creates virtual terminals for the voice mail boxes of the 8 ACD groups (optional).
- creates ACD key profiles and their links to the various agent and supervisor stations.
- allocates the key profile according to the profile's definition: 1 login/logout key; 4 agent
status management keys and 1 supervision key per ACD group voice mail box.
- modifies the services category for the agent sets. Call interception is deleted.
- modifies the dynamic routing for the agent sets. External call forwarding is permitted.
Internal call forwarding is possible if the queue wait threshold S1 is longer than the
maximum ringing duration (defined in OMC/ACD-SCR Services/General
Parameters/General tab).
Remark:
Many parameters are modified during the allocation of profiles to the agent stations:
To initialize the ACD, run ACD Setup (as described below) and on the General tab, enter the
direct dialing-in (DDI) number associated with each hunt group.
Caution 1:
You must not change directory numbers, virtual terminals used for ACD ports, group mail boxes
and hunting groups for ACD after running the ACD Setup. This will result in incorrect operation
and the ACD ports will lock up.
ACD Setup will perform a consistency check of the main parameters. If Setup detects an
inconsistancy, it will display a warning message indicating in brackets the origin of the
problem.
Caution 2:
The ACD directory is not automatically updated during the modification of the system's directory
or during the creation of a phone set. It is necessary to reset the ACD (or reset OmniPCX Office)
to have an identical image of the directory of OmniPCX Office in the ACD part for the creation or
modification of the list of agents.
To run ACD Setup, select the path OMC/Call Distribution Services/ACD Setup. The ACD
Setup window appears with four tabs:
- General : shows the number of media virtual terminals created by Alcatel-Lucent
OmniPCX Office Communication Server when the call center was installed (or ACD ports).
- ACD Groups: used to create and associate mailboxes with the ACD groups.
- ACD Profiles: used to assign profiles to agent sets and supervisor sets.
- Agents / Supervisors : lists the numbers of agent and supervisor sets.
10.2.2.2 ACD setup general tab
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