Switch Installation Guide

Symposium and DMS/MSL-100 Switch Guide 65
April 2004 Configuring the switch
Configuring ACD subgroups
Introduction
You can use subgroups to divide agents into smaller groups for support and
monitoring. Assign a supervisor to each subgroup. The supervisor must log on at
the phoneset in that subgroup that is configured as the supervisor phoneset.
Before you begin
Before you perform this procedure, you must complete the following tasks:
! Log on to the switch from a MAP terminal with a user ID that has the
privilege levels required to change the ACDGRP table.
! Define the ACD group to which the ACD subgroup belongs in table
ACDGRP (see “Configuring ACD groups” on page 57).
To configure ACD subgroups
1 Edit the ACDSGRP table by typing table ACDSGRP and pressing Enter.
Result: The > prompt appears.
2 Type add and press Enter.
Result: The ACDNAME prompt appears.
3 Enter the name of the ACD group to which this subgroup belongs.
Result: The utility prompts for the subgroup number.
4 Enter the number of the subgroup.
5 Continue responding to the prompts to define the subgroup. (For more
information about the prompts, see the Translations Guide.)
Result: The utility prompts you to save the new ACD subgroup.
6 Type Y and press Enter.
7 Repeat steps 2 through 6 for each subgroup that you want to define.
8 To exit from the table, type quit and press Enter.