NEC Univerge SV9100 Installation Manual - page 71
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64 sequential AIC codes need to be created. A Default ACD group can be specified, this is used to
assign the settings from ACD Group Agent Options to agents, when using AIC login an agent is given
one set of options and it’s defined by the first AIC code they login with. The ACD Group Agent
Options will define the step on timer and wrap-up timer for agents. Using Agent Control the first group
all agents will login to is 64 so if agents that login to different groups require different settings then the
default ACD group for ACD group 64 should be set to 0.
For example looking at the below AIC codes if an agent logged into ACD 1, 2, 3, 4 and 5 they would
have used the default settings from ACD group 1 in ACD Agent Setup / ACD Group Agent Options.
An agent logging in to ACD 5, 6, 7, 8 and 9 would use the settings from ACD 2.
AIC codes 9
– 64 should also be created.
Its good practice to create all groups between 1 and 64 regardless are if they using all ACD groups.
ACD group 64 must be created in order for agent control to function correctly.