Adding an ACD to an ACD group using the PC Client

Last Updated : Feb 25, 2020 |
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Resource Id: Chapter7-10_html:1216
Before you begin
Before doing this procedure, you should ensure that you have read and understood the considerations for administering ACD groups.
CMS must be in single-user mode to administer ACD groups.
This procedure can only be done after an ACD group has been created. See Adding an ACD group using the PC Client for more information.
  1. From the Controller window, navigate to CommandsCall Center Administration.
    STEP RESULT:
    CMS Supervisor displays the Call Center Administration window.
  2. In the Operations list, select ACD Groups.
  3. Click OK.
    STEP RESULT:
    CMS Supervisor displays the Call Center Administration ACD Groups window.
  4. In the ACD Group Name field, enter the name of the ACD group that will receive a new ACD member.
  5. Select ActionsFind one from the menu bar.
    STEP RESULT:
    If the ACD group name is valid, its numeric ID is displayed in the ACD Group Name field and 1 matches found is displayed in the status bar.
  6. From the menu bar, select ActionsGet contents.
    STEP RESULT:
    Supervisor displays the Call Center Admin ACD Groups Get contents dialog.
  7. From the ACD drop-down list box, select the ACD that will be added to this group.
    ADDITIONAL INFORMATION:
    Note:
    If a CMS user does not have read and write permissions for an ACD, that ACD will not appear in this list. To view all of the ACDs assigned to this ACD group, see Viewing the contents of an ACD group using the PC Client.
  8. Select ActionsAdd from the menu bar.
    STEP RESULT:
    The selected ACD is added to this ACD group and Successful is displayed in the status bar.