ACD Agents?

[Mattmayn]

I am trying to build ACD agents and must be doing something wrong. I thought you just built the agent ID, and then would be able to assign name/buttons in the User and Services Config form. I cannot find the agent ID outside of the ACD related forms. I went ahead and built a path and agent group, rebooted the controller, nothing. Am I missing something really obvious here?

MCD 7.0 PR1

Thanks for the help,

Matthew

[bluewhite4]

Which type of ACD are you trying to build? Traditional, ACD2000 agents?

In that case, they get built separately. First as the phone and extension that the person uses when not logged in, and secondly as the Agent ID that they login with. The buttons don't change upon login.

[Mattmayn]

Traditional, so just build a normal user and select ACD enabled, and build an Agent ID for them to log in with? The idle set will show all of the buttons as normal and just say logged out on the top?

[bluewhite4]

Correct. To add the name to the ACD agent, you'll need to manually add an entry into the Telephone Directory.


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