Configuring Automatic Call Distribution (ACD) (MAS Admin)

Automatic Call Distribution (ACD) is a form of integration available with NT M-1 switches only. On the ACD property page you can configure ACD settings for agent based ACD and position based ACD.

In the Voice Mail System Configuration window, choose Message Application Servers.

Choose the message applications server you want to configure.

Select Telephony Interface.

Click on the ACD tab.

The ACD (Set Emulation) property page is displayed.

Complete the following fields

Enable ACD. Select to enable the voice mail system to use ACD as the form of integration. This check box is not selected by default.

Outcall Key. Select the key that must be pressed to make an outgoing call. You can select from characters A through H, and the default is B.

Incall Key. Select the key that must be pressed to answer a call. You can select from characters A through H, and the default is A.

MSB Key. Select the key that must be pressed for ‘make set busy’. You can select from characters A through H, and the default is C.

MSB Lamp. Select a value that identifies the lamp on the hand-set associated with ‘make set busy’. You can select a digit from 0 through 7, and the default is 2.

Agent ID. Enter the ACD agent login IDs for ports that you have configured on the switch. You can enter up to thirty digits for each agent ID.

Click OK.

Configuring Automatic Call Distribution (ACD)

To configure ACD