Create ACD groups

ACD groups are a way to distribute calls of a similar nature among the members in the group. For example, they are used when there are many incoming calls such as in a busy IT service desk. One or more people in the group can take calls at the same time.

Notes

If you are an advanced user, and have changed the group name from outside of Management Portal (for example, MiCloud Business), the name change will not appear in the ACD Groups list until you select the group and save it.

Reordering group members does not work in ACD Groups.

To add an ACD group:

  1. Click ACD → ACD Groups.

  2. Click Add New.
    Group Profile

  3. Enter a unique name for the group and select the group type. Fields marked with an asterisk (*) are required.

  4. Select the group type.

  5. Click Next.
    Group Programming

  6. Select the site where group resides.

  7. Select the extension number.

  8. (Requires Advanced ACD Groups) Select Local Only Extension.

  9. Enter the Reporting Number.

  10. Click Next.
    Group Members

  11. Use the search box to add members to the group. The Present option is on by default for all members. This options determines whether a member is available to receive calls.

  12. (optional) Select Skill Level to use skill levels and enter a valid skill level from 1 to 500.
    Advanced Settings (Requires Advanced ACD Groups)

  13. Enter the First Status Threshold. This field contains the first threshold in minutes and seconds. The minutes allowed is 0 to 54 and the seconds is 0 to 59.

  14. Enter the Second Status Threshold. This field contains the second threshold in minutes and seconds. It is disabled unless there is a value specified for the first status threshold. The second threshold must be greater than the first or an error will be displayed.

  15. Enter the Alert Device Extension. This is the extension of the device that is used as a threshold alert device. Enter a value from 1 to 7 digits in length.

  16. Select Real Time Events Enabled. This option is on by default.

  17. Select Queued Callers To Group When No Local Agents Are Logged In And Present. This option is off by default.

  18. Click Save.

To edit an ACD group:

  1. Click ACD → ACD Groups.

  2. Select the ACD group you want to edit.

  3. Make your changes.

  4. Click Save.

To delete an ACD group:

  1. Click ACD → ACD Groups.

  2. Select the check box next to the ACD group you want to delete.

  3. Click Delete.