2 ACDGP - Automatic Call Distribution Groups

 
Interrelationships
Parameter Descriptions
Functions of the AMO
Error Messages and Advisories
 
AMO ACDGP provides the capability to ADD static data for ACD Groups, as well as to CHANGE, DELETE, DISPLAY, and REGENERATE the associated data.
An ACD group is associated with the following attributes:
PhoneMail (PM) groups:
Service Access Number (PMSAN)
NORMAL groups:
a search method, one supervisor, various call waiting LED values, and may be designated as the primary group of its supervisor. The search methods are Linear (LIN), Circular (CIRC), and First In / First Out (FIFO). In the LIN search method, the search for the first available agent is performed in a linear fashion, always beginning with the first agent positioned in the group. The CIRC method starts with the position immediately following the last agent that was found to be available, and continues searching the list by position in a circular manner until an available agent is found. The FIFO method selects the agent who has been available the longest, without regard to the position of the agent in the group.
Each normal ACD group must be assigned to a supervisor. By default, the first group assigned to a supervisor is set as the primary group of the supervisor. As additional groups are assigned to the same supervisor, the craft may designate a different group to be the primary group by setting parameter PRIMARY to YES. Each supervisor with at least one group must have one and only one primary group.
The call waiting LED values are used to notify the agents in the group when the number of calls queued to the group have reached a certain level. The LED will remain off until the number of calls reaches the ON value. The LED flashes, then winks when those values are reached. Conversely, when the number of calls declines to less than the assigned LED value, the LED responds accordingly. The LED thresholds are specified by parameters ON, FLASH, and WINK. The values for these parameters must be set up as ON<FLASH<WINK.
The number of agents in an ACD group is maintained by AMO AGENT, and the system maximum for each group is 400 agents.
If the search method is changed from CIRCULAR or LINEAR to FIFO, or vice versa, all agents in the group must be logged off by the AMO prior to the change. The agents are not allowed to log back on until the change has been completed. All agents marked as autologon will be automatically logged on by the AMO following completion of the change.
Every ACD PM group is bind to a Service Access Number.
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