ACD workgroup queues

Agents with an ACD Access License type can participate in ACD workgroup queues, hunt groups, and simultaneous ringing groups. You license CIC ACD users based on how many media that can be in the workgroup queue in which that agent is participating.

The following license rules apply for ACD utilization on the Licensing tab:

Media 1: You can choose only one type of interaction to queue to an agent. The agent can participate only in workgroup queues that have only one object type (for example, phone calls) in the queue. Do not put an agent in a workgroup that has a queue with more than one (1) object type routing through that workgroup queue.

Media 2: You can select two types of interactions to queue to an agent. The agent can participate in only workgroup queues that have one or two objects in the queue. Do not put an agent in a workgroup that has a queue with more than two (2) objects routing through that queue.

Media 3: You can select more than two (2) types of interactions to queue to the agent. Agents can be members of any workgroup queue.

The ACD Access license allows a workstation to monitor ACD queues for telephone calls only without the CIC client workstation software. ACD Phone Only workstations don't have licensing for screen pops, unified messaging, faxing, and the ability to start recording or realtime monitoring.

Supervisors can monitor ACD Phone Only workstations in real-time using the Call Center Workstation License.