Section 12.2.4.1. Defining ACD call numbers, groups and users

12.2.4.1. Defining ACD call numbers, groups and users

The following ACD call numbers are defined:

7351 (hotline 1), 7352 (hotline 2) and 7353 (hotline 3)

Terminals 7361 through 7369 should be assigned AGENT properties. Terminals 7361, 7364, and 7367 should be assigned the SUPERVISOR property.

ACD group 1 should consist of the agent IDs 1637, 2637, and 3637. ACD group 2 should consist of the agent IDs 4637, 5637, and 6637. ACD group 3 should consist of the agent IDs 7637, 8637, and 9637.

An agent should be able to log on to random agent telephones using the agent ID.

Enable ACD in the AMO ZAND and set the silent monitoring variant
```
CHA-ZAND:TYPE=ACD,ACDALLOW=YES,MONTONE=YES;
```
If you want silent monitoring to be performed without tones:
```
SET-ZAND:MONSLNT=YES;
```

Configure the codes in the DPLN

ADD-WABE:CD=**10,DAR=ACDLOGON,CHECK=N;

ADD-WABE:CD=##10,DAR=ACDLOGOF,CHECK=N;

ADD-WABE:CD=**11,DAR=ACDAV,CHECK=N;

ADD-WABE:CD=##11,DAR=ACDNAV,CHECK=N;

ADD-WABE:CD=**12,DAR=ACDWORK,CHECK=N;

ADD-WABE:CD=**13,DAR=ACC,CHECK=N;

ADD-WABE:CD=**14,DAR=MONSLNT,CHECK=N;

ADD-WABE:CD=**15,DAR=MONTONE,CHECK=N;

ADD-WABE:CD=**20,DAR=ACDPGS,CHECK=N;

ADD-WABE:CD=##20,DAR=ACDSGS,CHECK=N;

ADD-WABE:CD=**21,DAR=ACDPQS,CHECK=N;

ADD-WABE:CD=##21,DAR=ACDSQS,CHECK=N;

ADD-WABE:CD=**22,DAR=ACDEMMSG,CHECK=N;

ADD-WABE:CD=**23,DAR=ACDSHMSG,CHECK=N;

ADD-WABE:CD=##30,DAR=CAFLOGOF,CHECK=N;

ADD-WABE:CD=**31,DAR=CAFAV,CHECK=N;

ADD-WABE:CD=##31,DAR=CAFNAV,CHECK=N;

ADD-WABE:CD=**32,DAR=CAFGRAV,CHECK=N;

ADD-WABE:CD=##32,DAR=CAFGRNAV,CHECK=N;

ADD-WABE:CD=##33,DAR=CAFGROFF,CHECK=N;

ADD-WABE:CD=**34,DAR=CAFAFWD,CHECK=N;

ADD-WABE:CD=##34,DAR=CAFDFWD,CHECK=N;

Display the call numbers that are required for flexrouting (agent, supervisor call number and hotline 1-3)
```
DIS-WABE:TYPE=GEN,CD=7350&&7369,DAR=STN;
```

Configure terminals 7361 && 7369

ADD-SBCSU:STNO=7361&&7369,OPT=OPTI,CONN=DIR,
DVCFIG=OPTISET,COS1=13,COS2=11,LCOSV1=5,LCOSV2=1,
LCOSD1=5,LCOSD2=1,DPLN=0,REP=1,STD=17;
 
CHA-TAPRO:STNO=7361&7364&7367,STD=18;
 
ADD-PERSI:TYPE=STN,STNO=7361,NAME=SUPERVISOR,PIN1=1637;

ADD-PERSI:TYPE=STN,STNO=7362,NAME=AGENT,PIN1=2637;

ADD-PERSI:TYPE=STN,STNO=7363,NAME=AGENT,PIN1=3637;

ADD-PERSI:TYPE=STN,STNO=7364,NAME=SUPERVISOR,PIN1=4637;

ADD-PERSI:TYPE=STN,STNO=7365,NAME=AGENT,PIN1=5637;

ADD-PERSI:TYPE=STN,STNO=7366,NAME=AGENT,PIN1=6637;

ADD-PERSI:TYPE=STN,STNO=7367,NAME=SUPERVISOR,PIN1=7637;

ADD-PERSI:TYPE=STN,STNO=7368,NAME=AGENT,PIN1=8637;

ADD-PERSI:TYPE=STN,STNO=7369,NAME=AGENT,PIN1=9637;

Assign agent/supervisor skills for the terminals

Activate stations 7361, 7364, and 7367 as SUPERVISOR with the attributes: agent and supervisor, automatic logon and monitoring authorization

CHANGE-SDAT:STNO=7361,TYPE=ATTRIBUT,AATTR=AGENT&SUPER&AUTOLOG&CASTMON&CAF; 
CHANGE-SDAT:STNO=7364,TYPE=ATTRIBUT,AATTR=AGENT&SUPER&AUTOLOG&CASTMON&CAF; 
CHANGE-SDAT:STNO=7367,TYPE=ATTRIBUT,AATTR=AGENT&SUPER&AUTOLOG&CASTMON&CAF;

Activate stations 7362, 7363, 7365, 7366, 7368, and 7369 as AGENT with the attribute: agent can be monitored

CHA-SDAT:STNO=7362&&7363,TYPE=ATTRIBUT,AATTR=AGENT&CBSTMON; 
CHA-SDAT:STNO=7365&&7366,TYPE=ATTRIBUT,AATTR=AGENT&CBSTMON; 
CHA-SDAT:STNO=7368&&7369,TYPE=ATTRIBUT,AATTR=AGENT&CBSTMON;

Set the ACD system data
- ID= 4-digit, priority increased after 20 s, ID-based identification, ringback tone delay of 3 s.
- When setting AGTIDTYP=ID, the ID number is used to create the link to the ACD group when logging the agent on.
```
CHA-ACDSD:TYPE=SYS,AGTIDLEN=4,QFACTOR=20,AGTTARGT,
DELAYRBT=3;
```
- Check if the ROUTREQ timer is less than the DELAYRBT
```
DISPLAY-CTIME:TYPESWU=CP1;
```
- The DELAYRBT should not exceed five seconds. The maximum length in the OpenScape 4000 is approximately 30 seconds (protocol timer T310). The exact value depends on the partner system, for example, Telekom
Configure ACD group 1
The LED threshold values are based on the number of waiting calls.

This is the primary group of supervisor 7361.
```
ADD-ACDGP:ACDGRP=1,TYPE=NORMAL,SEARCH=FIFO,
SUPEXT=7361,PRIMARY=YES,LED=YES,ON=1,FLASH=2,
WINK=3;
```
Assign agents to group 1 (AUTOEXT is only required if the call number is needed for identification. No other agents can then log on to this device with their own call number).
```
ADD-AGENT:AGTID=1637,ACDGRP=1,AGTTYPE=NORMAL,
AUTOWK=5;

ADD-AGENT:AGTID=2637,ACDGRP=1,AGTTYPE=NORMAL,
AUTOWK=5;

ADD-AGENT:AGTID=3637,ACDGRP=1,AGTTYPE=NORMAL,
AUTOWK=5;
```

Configure ACD group 2

The LED threshold values are based on the number of waiting calls.

This is the primary group of supervisor 7364.

ADD-ACDGP:ACDGRP=2,TYPE=NORMAL,SEARCH=FIFO,
SUPEXT=7364,PRIMARY=YES,LED=YES,ON=1,FLASH=2,
WINK=3;

Assign agents to group 2 (AUTOEXT, see group 1).

ADD-AGENT:AGTID=4637,ACDGRP=2,AGTTYPE=NORMAL,
AUTOWK=5;

ADD-AGENT:AGTID=5637,ACDGRP=2,AGTTYPE=NORMAL,
AUTOWK=5;

ADD-AGENT:AGTID=6637,ACDGRP=2,AGTTYPE=NORMAL,
AUTOWK=5;

Configure ACD group 3

The LED threshold values are based on the number of waiting calls.

This is the primary group of supervisor 7367.

ADD-ACDGP:ACDGRP=3,TYPE=NORMAL,SEARCH=FIFO,
SUPEXT=7367,PRIMARY=YES,LED=YES,ON=1,FLASH=2,
WINK=3;

Assign agents to group 3 (AUTOEXT, see group 1).

ADD-AGENT:AGTID=7637,ACDGRP=3,AGTTYPE=NORMAL,
AUTOWK=5;

ADD-AGENT:AGTID=8637,ACDGRP=3,AGTTYPE=NORMAL,
AUTOWK=5;

ADD-AGENT:AGTID=9637,ACDGRP=3,AGTTYPE=NORMAL,
AUTOWK=5;

Create short messages

Create messages to the supervisor.

CHA-ACDSD:TYPE=MSG,MESSAGE=PLEASE REMOVE,
MSGCAT=SPV,MSGNUM=1; 

CHA-ACDSD:TYPE=MSG,MESSAGE=ASSISTANCE REQUESTED,
MSGCAT=SPV,MSGNUM=2;

Create messages to the agent.

CHA-ACDSD:TYPE=MSG,MESSAGE=PREPARE REMOVAL,
MSGCAT=AGT,MSGNUM=1; 

CHA-ACDSD:TYPE=MSG,MESSAGE=POOR PERFORMANCE,
MSGCAT=AGT,MSGNUM=2;

Configure an emergency message.

CHA-ACDSD:TYPE=MSG,MESSAGE=HEART ATTACK,
MSGCAT=EMER;

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