Setting up and Using an ACD Line

An ACD Line is an extension that is under the control of Automated Call Distribution software which automatically distributes calls based on a pre-defined set of rules. CTILink allows the user to control the ACD functions through it's ACD controls .

Setting an ACD line up:

• In the Properties Dialog highlight a phone device to set as an ACD line and click Options - Set as an ACD Line to display the Setup ACD Line dialog.
• Check the This is an ACD Line check box to enable ACD functionality for this device in CTILink.
• For automatic ACD Login, enter the ACD Login password in the upper edit field. Leave this field blank if CTILink is being used by more than one user with different ACD Login passwords or if it is desired to have a user enter the password every time they log into the ACD for security reasons.
• The ACD Agent Group number identifies the group that the ACD Login belongs to. More than one group can be entered by seperating group numbers with a semi-colon (;). Failure to enter this number will result in an error when the Qry ACD button is clicked.
• Click OK to accept the settings and dismiss the dialog.

Using ACD Controls:

If an extension is not setup as an ACD Line, the ACD controls will not be visible.

• The ACD button is used to login to the ACD group. When the button appears down, the extension is logged in; otherwise, the extension is not logged in and all the other ACD buttons will be disabled. When logging in a password dialog may appear (see Setting an ACD line up above).
• The Busy button is used to make the extension busy which will signal to the ACD software that no calls should be placed to the extension. Calls dialed directly to the extension will still ring through. Also, in most cases, if an extension is logged in and a call is not answered within a prescribed number of rings the ACD software automatically puts the extension on busy. The extension is busy if the button is down.
• The Req Help button allows an ACD supervisor to listen in to an already established call. When the button is clicked a dialog queries for the supervisor number and then rings it.
• The Qry ACD button provides ACD statistics as shown in the following graphic: