NEC SL2100 Installation Manual

Also see for UNIVERGE SL2100: User guide Quick install guide User guide Installation manual Programming manual

Contents

NEC SL2100 Installation Manual Manual pdf 9 page image

Setting Up ACD for the First TimeWhen setting up ACD for the first time, perform the following procedures in the sequence listed below.1. Arrange Extensions into ACD Groups.2. Set up Work Schedules and Work Periods.3. Assign Extension to ACD Groups for each Work Period.4. Arrange Trunks into incoming Ring Groups.5. Determine Trunk Work Schedules.6. Assign incoming Ring Groups to ACD Groups.SECTION 1 ARRANGE EXTENSIONS INTO ACD GROUPSYour first step in setting up ACD is to find out how many ACD Groups you need and which extensionsshould be in each group. Use the Table 2-1 Sample ACD Group Worksheet on page 2-2 to arrangeextensions into ACD Groups.• ACD requires that the IP7[ ]-CPU-C1 have the ACD license.• There are 8 ACD Groups, 128 ACD Agents Max per group, and 128 Trunks.1. Select the ACD Group Number.The system allows up to 8 ACD Groups. You can have up to 128 ACD agents per group. You canput any agent in any group. In addition, an agent can be logged into only one group at a time, buta SIE key can be programmed for other groups. This allows, for example, a Technical Servicerepresentation to answer Customer Service calls at lunch time when many of the CustomerService reps are unavailable.In the Table 2-1 Sample ACD Group Worksheet on page 2-2, in the Member Extensionscolumn, enter the member extensions for each ACD Group.If an extension is a member of more than one ACD Group, ensure that extension is active in only oneACD Group during a particular Work Period. Refer to ASSIGN EXTENSIONS FOR EACH WORKPERIOD on page 2-4.The Table 2-1 Sample ACD Group Worksheet on page 2-2 shows extensions 105, 107, 117and 139 in ACD Group 1. Extensions 109, 111 and 115 are shown in ACD Group 2.2. Choose an ACD Master Number.The ACD Master Number is the extension number for the ACD Group. Calls transferred to anACD Master Number enter that ACD Group and are routed to the group member extensionsaccordingly. Although the master number can be any valid extension number, it is recommendedyou choose a number that is not in close sequence with those numbers typical for that group ofmember extensions.In the Table 2-1 Sample ACD Group Worksheet on page 2-2, enter the Master Number for eachof the ACD Groups. The sample worksheet below uses 3998 for ACD Group 1 and 3999 for ACDGroup 2.3. Enter an ACD Group Name.In the ACD Group Worksheet, enter a name for each group. The sample worksheet below usesTech Service for ACD Group 1 and Customer Support for ACD Group 2.ACD Installation Manual 2-1Setting Up ACD for the First Time2