Getting started - Set up ACD

Set up Automatic Call Distribution (ACD) to disperse incoming calls to contact center agents or employees who have specific skill sets.

The recommended process for Management Portal Release 6.1 and up is to configure and program ACD paths, RAD greetings, and MOH on Management Portal rather than on the MiVoice Business. You can configure automatic call distribution (ACD) through Management Portal, so it is no longer necessary to program ACD fields directly on the MiVoice Business.

Management Portal reads the ACD Paths and Groups in MiVoice Business platforms created by Management Portal and presents the data in the portal where an administrator can edit it.

• How ACD works with Management Portal

• Considerations

• Pre-provision resources for ACD and MOH

• Provision ACD

• Assign Customer Admin Features for ACD

• Configure ACD

• Program ACD and MOH