ACD Setup

[jherlitz]

We had assistance from our Vendor on setting up our original ACD for the front desk. It is all configured within MCD. 2 secretaries can each log in. There is a day greeting, everybody busy greeting and a night greeting. Works well.

I took notes during this and now I am trying to setup the same thing for my other 4 sites secretaries as well as our help desk. I am following my notes but getting stuck at a point where my notes were not so good.

Does anybody have any good documentation I can follow to set this up and get it working properly? Or can point me in the direction of good documentation for it.

Thank you for your time.

[sarond]

This will depend on whether you  have ACD Express or ACD 2000 (Traditional)

Best place to start is the help files. Look under 'System Applications/Automatic Call Distribution'

Are you looking at creating a new group for the helpdesk or is it existing?

[jherlitz]

Looking to create new groups.  5 more groups actually.

I am digging around and working on it today, so I can probably reply with where exactly I am getting hung up, well after I have exhausted the help files. 

Jeff

[jherlitz]

Okay, an update, and I think I am 98% of the way there.

A: determine extensions to log in
B: created 2 extensions
    1: for Path ACD = 9020
    2: agent group  = 9021
C: Created Agent ID's for the extensions
D: Create an agent skill groups and added tech extensions
E: Built an ACD path #9020
F:created the hunt groups
   1: 9073 added vmail ports 9055 & 9056
   2: 9074 added vmail ports 9057 & 9058
G: Modified the ACD path 9020
   1: set recording DN 1 to 9073
   2: set recording DN 2 to 9074
H: Made note that when ready to implement I need to change call rerouting to send to ACD
I: Created a Key template to apply to phones
J: Logged onto embedded vmail, logged in as 9999 and used administrator password
   1: hit #8
   2: recording the initial busy greeting as #12
   3: recorded the still busy greeting as # 13

Now here is where I am stuck, how do I associate 9073 to recording #12 and 9074 to recording 13?

After this I think I am ready to test correct?

Thanks,

[jherlitz]

Here is my update, I am 98% of the way I think, only 2 issues remain for me to have this operational.

A: Hunt group pilot number doesn't ring the voicemail ports.  So I created two hunt groups.  First one is pilot number 9073 and should ring ports 9055,9056,9057.  Second is 9074 which rings ports 9058,9059,9060.  If I call either hunt group pilot number I just get dial tone.  Though if I dial any one of those voicemail ports I get the greeting associated with it?  Strange as the hunt groups setup for our secretaries works fine, dial the pilot number get the associated greeting?

B: I have to set our help desk ext 6390 in call rerouting to go to the ACD.  However 6390 doesn't show up in call rerouting?

Thanks,

Jeff

[sarond]

A: Is your hunt group set as RAD type and ports associated to greetings?

B: What type of number is 6390? Ring groups don't appear in Call Rerouting

[jherlitz]

the Hunt group is set as a RAD hunt group and the voicemail ports are associated, as if i call the voicemail port numbers I hear the greeting.

Call rerouting, yes, 6390 currently is a ring group.  ah ha, let me remove that and see if that shows up then.

[jherlitz]

Got it.  Class of service for those voicemail ports had to be changed.

Thanks, all working now.