278 CHAPTER 6: A UTOMATIC CALL DISTRIBUTIONDisplay DataThe ACD screens do not refresh themselves, you must manually refreshthe screen to see the latest data.Voice Mail Port UsageOn a system with NBX Voice Messaging enabled, ACD announcementsuse NBX voice mail ports. The following platform limitations for voice mailports apply:■ 72 voice mail ports (NBX V3000)■ 72 voice mail ports (NBX SuperStack 3)■ 12 voice mail ports (NBX 100)See the section Contention for more information about resourcelimitations for delayed announcements.Using ACD First, you must determine the scope of your call center operations, thendetermine that you have the system resources that you need:■ Less than the allowable maximum of NBX devices on the system■ Sufficient number of voice mail ports■ Sufficient number of ACD licenses (one for each agent)After this, you must allot the agents into ACD groups, and decide howmany agents within each group that you need. Once you reach the pointwhere your call center planning is complete, you can begin configuringACD operations.The ACD user interface is set up such that you can begin configuringACD as soon as your planning is complete. Configure each group usingthe Add button in the ACD Groups tab. This button invokes aconfiguration utility that leads you through the configuration process:defining ACD group characteristics, identifying group agents, definingannouncements for the group, and summarizing the group creationprocess.Once you have set up the ACD group or groups, you can configure othersettings to assist the operation, including feature mappings andsupervisory monitoring. You can also modify your configuration settings.
