3Com NBX 100 Administrator's Manual - page 145
Using ACD
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characteristics, identifying group agents, defining announcements for the
group, and summarizing the group creation process.
After you have set up the ACD group or groups, you can configure other
settings to assist their operation, including feature mappings and
Supervisory Monitoring Domains (Feature Settings > Supervisory
Monitoring). You can also modify your configuration settings.
ACD Groups
The ACD Groups feature allows you to configure the relationship
between agents and groups.
The following sections provide information about the fields and buttons
in the ACD Groups window (Click Call Distribution Groups > ACD
Groups).
Display Fields in the ACD Groups Window
Table 29
describes what each display field shows in the ACD Groups
window.
Functions on the ACD Groups Window
The ACD Groups window allows you to configure the operating
environment of the ACD groups at your site. You can perform specific
Table 29 ACD Groups window: Field Description
Field
Description
Extension
Lists the extension that the administrator assigned to this
ACD group.
Name
Lists the name that the administrator assigned to this ACD
group.
Method
Shows the call distribution method that the administrator
assigned to this ACD group. Types include:
■
Linear
■
Circular
■
Most Idle Agent
■
Least Call Count
■
Calling Group
Members
Shows the number of extensions associated with this ACD
group.
State
Whether the group is Open or Closed.