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.

Notes for ACD Routing of Multimedia

• CIC incorporates licensing for Contact Center 1, 2, and 3 licenses. Ensure in advance that you licensed your agents correctly for the number of media types they handle. If not licensed appropriately, they cannot pick up the interactions they see in the queue.

• If you configure a user with a Media 1 level ACD Access License and the user is a member of a workgroup queue that supports other media types, when the user logs on to the client, the system determines this user doesn't have sufficient licensing to receive all the media types available in the workgroup. A warning message appears, stating that the system limits the ACD interaction types that the user receives until you resolve the licensing problem.

• A warning message appears, for example, when an ACD Media Level 1 user has licensing for emails only, and the user's assigned workgroup requires only calls.

• Users can only process workgroup interactions for their configured interaction types, through IA licensing configuration. For example, a warning message appears to an ACD Media Level 2 user if all the interaction types of the workgroups the user is a member of are not available in the Level 1 or Level 2 user licensing configuration.

For more information about logging on to CIC, see the Interaction Desktop Help at https://help.genesys.com/cic/mergedProjects/wh_icde/desktop/client_introduction_idt.htm. For more information about ACD routing, see the CIC ACD Processing Technical Reference at help.genesys.com/cic/mergedProjects/wh_tr/desktop/pdfs/acd_processing_TR.pdf.

For more information about phone-only operations, see the Telephone User Interface Quick Reference at https://help.genesys.com/cic/mergedProjects/wh_qr/desktop/pdfs/tui_qr.pdf.