144 CHAPTER 7: C ALL DISTRIBUTION GROUPSThe ACD group table data is accessible by CDR, but hunt groups do nothave this table.ACD reports in the CDR ApplicationThe CDR client application has been modified to give you the option ofviewing the new table for the ACD groups. Also, CDR providespre-defined reports for ACD groups that ACD supervisors are able to usefor performance evaluation.Display Data The ACD windows do not refresh themselves, you must manually refreshthe window to see the latest data.Voice Mail Port Usage On a system with NBX Voice Messaging enabled, ACD announcementsuse system voice mail ports. The following platform limitations for voicemail ports apply:■ 72 voice mail ports (V3000, V3001R, and V5000 systems)■ 12 voice mail ports (NBX 100 systems)See the section “Contention” on page 151 for more information aboutresource limitations for delayed announcements.Using ACD First, determine the scope of your call center operations. Then determinethat you have the system resources that you need:■ Less than the allowable maximum of devices on the system■ Sufficient number of voice mail ports■ Sufficient number of ACD licenses (one for each agent)Next, allot the agents into ACD groups, and decide how many agentswithin each group that you need. Once you reach the point where yourcall center planning is complete, you can begin to configure ACDoperations.The ACD user interface is set up such that you can configure ACD assoon as your planning is complete. Click Add in ACD Groups window toconfigure each group. This button invokes a configuration utility thatleads you through the configuration process: defining ACD group
