Create ACD paths

An Automatic Call Distribution (ACD) path guides incoming calls through an ACD system by specifying the resources used, the order in which they are encountered, and the timing of the steps.

Note

If you update the path name, reporting number, or direct numbers fields from MiVoice Business, you will not see the changes in the Management Platform ACD Path list until you edit and save the ACD path.

To create an ACD path:

  1. Click ACD → ACD Paths → Add New.

  2. In Profile:

    1. Enter a name and description for the path.

    2. Click Next.

  3. In Programming:

    1. Select path from the Select the site where this path resides drop-down list.

    2. Select the Direct Numbers for the path.

      The Enable ACD Path Resiliency is visible when the Select the site where this path resides is resilient.

    3. Select the Enable ACD Path Resiliency checkbox to turn on resiliency .

      The fields ACD Queue DN, Primary Extension Number, and Secondary Extension Number are visible when the Enable ACD Path Resiliency checkbox is selected, otherwise the Extension Number field is visible .

    4. Select the ACD Queue DN drop-down list for the available DNs .

    5. Select the Primary Extension Number.

    6. Select the Secondary Extension Number.

    7. Select the Extension Number.

    8. Select the Local Only Extension checkbox.

    9. Enter the Reporting Number.

    10. For Priority, enter the numeric value from 1-64 to set the priority for this path. By default, the value is set to 64.

    11. Select Zone ID for the path.

      Enable Voicemail checkbox is not visible when the Enable ACD Path Resiliency checkbox is selected regardless of the site being resilient or not.

    12. Select the Enable Voicemail checkbox. Enable Voicemail checkbox is not visible when the Enable ACD Path Resiliency is selected.

      • Enter Mailbox Passcode.

      • Enter Voicemail to Email Address.

    13. Click Next.

  4. In Skill Groups, select your primary and overflow groups.

    1. For Overflow Timer, enter values for minutes and seconds. The minutes range is 0-54, and the seconds range is 0-59. The overflow timer sets the length of time that an ACD call remains queued to the group before it overflows to the next group. For example, for the timer for the Primary Skill Group it would be the time the call is queued to the Primary Skill group before being overflowed to Overflow Group 1.

    2. For Predictive Overflow Average Call Duration, enter values for minutes and seconds. The minutes range is 0-54 and the seconds range is 0-59. The system uses call duration to calculate whether a caller should immediately overflow (i.e predicts) to the next agent skill group. If you set both fields to Blank, the system disables predictive overflow for the agent skill group.

    3. For Remote Agent Skill Group Priority, enter a value from 1 to 64, 1 having the highest priority. The value of this field, if not nil, overrides the priority of the path in which the remote cluster agent group is programmed.

    4. For Remote Agent Blocking Timer, enter a value in the range of 5 to 60 seconds. This timer is programmed on the distributor system and conveyed to the Remote Agent when the agent becomes free to accept a path call. It allows you to block Remote Agents based on the number of network hops between the distributor and remote system.

    5. For Overflow 1 Group, select the group that the Primary Skill Group overflows to when the overflow time is exceeded.

    6. Click Next.

  5. In Audio Settings:

    Note

    You can program up to four greetings per ACD path.

    1. For Delay Before Record is Played, enter values for minutes and seconds. The minutes range is 0-54, and the seconds range is 0-59. The delay represents the time when you want the recording to start relative to the end of the last recording, or for the first recording the start is relative to when the caller enters the path. The max delay is 54 minutes and 0 seconds.

    2. For Greeting 1, choose the predefined greeting.

    3. For Between RADs Music on Hold Source, choose the music source.

    4. For Path Interflow Dialing List, enter a value between 1-500. Defines the destination to be dialed when a caller presses a single digit.

    5. For Release Digit Receiver After Recording, enter Yes or No. If this field is set to Yes for a particular recording, callers can dial out while the greeting is playing but not after it has finished. If the field is set to No, then the caller can dial out after the greeting is finished. This capability remains available until a recording with different programming is played, the call is answered, or the caller clears the line.

    6. Click Next.

  6. In Advanced Settings:

    1. For Class of Service - Day, value is set to 1 by default (cannot be blank). You must enter a numeric value and have the COS already defined. This class of service is assigned to the path during the system day mode.

    2. For Class of Service - Night 1, value is set to 1 by default (cannot be blank). You must enter a numeric value and have the COS already defined. This class of service is assigned to the path during the system night mode.

    3. For Class of Service - Night 2, value is set to 1 by default (cannot be blank). You must enter a numeric value and have the COS already defined. This class of service is assigned to the path during the system night 2 mode.

    4. For Interflow Enabled, select to enable. When enabled, it allows waiting ACD calls to exit ACD and call the specified "Interflow Point Directory Number".

    5. For Interflow Time Out, enter values for minutes and seconds. The minutes range is 0-54, and the seconds range is 0-59. This setting is disabled by default; however it cannot be blank if "Interflow Enabled" is selected.

    6. For Interflow Point Directory Number, enter the directory number. Max length is 7. Chars 0-9, #, * are allowed. This number is the destination of the ACD call when interflow is enabled.

    7. For Allow Interflow to Overflow before Time Out, select to enable. This setting allows an overflow timeout on the last programmed overflow group. When the timeout occurs, the waiting ACD call interflows to the interflow point before the interflow timer expires.

    8. For Path Unavailable Answer Point Directory Number, enter a directory number. Max length is 7. Chars 0-9, #, * are allowed. This number is the directory number of the destination that new ACD calls are routed to when the path is unavailable.

    9. For Path Real Time Events Enabled, select to enable. When enabled, this setting generates real time statistics for the path. The statistics are then sent out to an RS-232 port.

    10. For Interflow to this path uses this path priority, select to enable. When enabled, calls that interflow to this path adopt its priority.

    11. For DTMF Receiver Unavailable Action, select Play RAD, Skip, or Divert. This setting specifies the desired behavior when a greeting is programmed but no DTMF Receiver is available.

    12. For DTMF Receiver Unavailable Answer Point Directory Number, enter a directory number. Max length is 7. Chars 0-9, #, * are allowed. This setting is blank by default and hidden unless the "DTMF Receiver Unavailable Action" field is set to "Divert".

  7. Click Save.

To edit an ACD path:

  1. Click ACD → ACD Paths.

  2. Select the ACD path you want to edit.

    ACD Queue DN is editable while the Primary Extension Number and Secondary Extension Number is not editable.

  3. Make the changes.

  4. Click Save.

To delete an ACD path:

  1. Click ACD → ACD Paths.

  2. Click the checkbox next to the ACD path you want to delete.

  3. Click Delete.