Set Up ACD Queues

To set up an ACD queue, you must enable an ACD queue for a new or existing workgroup.

Note: For information on setting up a new workgroup, see Add a workgroup.

1. To enable an ACD queue, select the Workgroups Container in Interaction Administrator, select a workgroup, then right-click and select Properties.

2. Click the Configuration tab.

3. In the Extension box, type a unique extension number associated with this workgroup. This is the extension number that receives calls for the ACD queue. All calls made to this extension appear in the workgroup ACD queue.

4. In Mailbox User, if you are using unified messaging (such as Microsoft Exchange, IBM Notes, or IMAP 4 email client), select an email account to receive voicemail, faxes, and email sent to this Workgroup.

5. Select Workgroup has Queue and select ACD as the queue type.

6. Click the Members tab and select the members of the workgroup.

Note: You must assign at least one member.

7. Click the Roles/Supervisors tab and assign a role or a supervisor.

Note: This enables a designated user to assist other members of the workgroup.

8. Click the Access Control tab.

9. In Category, select View Workgroup Queue.

10. From the Currently Available list, select the name of the current workgroup and click Add ->. The name of the current workgroup appears in the Currently Selected list.

Tip: The name of a new workgroup does not appear in the Currently Available list until you have saved it by clicking OK.

Note: This step enables all members of the workgroup to view the ACD queue. See Displaying an ACD queue.

11. Click Apply or OK.

Displaying an ACD Queue

For information on displaying ACD queues in the CIC clients, see the help system for the CIC client you are using.

Note: If you are a member of one or more ACD workgroups, interactions assigned to you from those workgroups appear in My Interactions. The ACD workgroup from which those interactions came is displayed in the Queue column.