Adding a pseudo-ACD using the PC Client

Last Updated : Jun 05, 2020 |
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Resource Id: Chapter10-41_html:1429
  1. From the Controller window, navigate to ToolsSystem Setup.
    STEP RESULT:
    CMS Supervisor displays the System Setup window.
  2. In the Operations list, highlight Pseudo-ACD Setup.
  3. Click OK.
    STEP RESULT:
    Supervisor displays the Pseudo-ACD Setup window.
  4. In the ACD field, enter the number or the name of the pseudo-ACD. The number can range from 9 to 26. This field requires a number to be entered if a name for this pseudo-ACD has not been defined in the Dictionary.
  5. From the menu bar, select ActionsAdd.
    STEP RESULT:
    CMS creates the pseudo-ACD.
  6. Log out of Supervisor and log in again to acquire permission to the newly created pseudo-ACD.
  7. From the Controller window, select ToolsSystem Setup.
    STEP RESULT:
    Supervisor displays the CMS System Setup window.
  8. In the Operations list, highlight CMS State.
    STEP RESULT:
    Supervisor displays the CMS State window.
  9. Select option Single-user mode.
  10. From the menu bar, select ActionsModify.
  11. Close the CMS State window.
  12. Turn off data collection as described in Turning data collection on and off using the PC Client.
  13. In the Operations list, highlight Data Storage Allocation.
  14. In the ACD list, highlight the appropriate pseudo-acd.
  15. Select OK.
    STEP RESULT:
    Supervisor displays the Data Storage Allocation window.
  16. Enter storage values equal to or greater than the values used for the ACD which originally stored the data.
  17. From the menu bar, select ActionsModify.
    STEP RESULT:
    Supervisor displays the following message:
    You may have increased or decreased the amount of storage. Do you want to continue?
  18. Select YES.
  19. Close the Data Storage Allocation window.
  20. In the Operations list, highlight Storage Intervals.
  21. In the ACD list, highlight the appropriate pseudo-acd.
  22. Select OK.
    STEP RESULT:
    Supervisor displays the Storage Intervals window.
  23. Enter storage values equal to the values used for the ACD which originally stored the data.
  24. From the menu bar, select ActionsModify.
    ADDITIONAL INFORMATION:
    Supervisor displays a message if changes are made to the Intrahour interval.
    For example, if you change a 30 minute Intrahour interval to a 15 minute Intrahour interval, the system displays the following:
    Data will be migrated to the new interval. The data will be divided by 2. Do you want to continue?
    • If you want to continue with these settings, select YES.
    • If you do not want to continue with these settings, select NO. Change any incorrect fields until the form entries are correct.
  25. Close the Storage Intervals window.
  26. Turn on data collection as described in Turning data collection on and off using the PC Client.
  27. In the Operations list, highlight CMS State.
    STEP RESULT:
    Supervisor displays the CMS State window.
  28. Select the option Multi-user mode.
  29. From the menu bar, select ActionsModify.
  30. Close the CMS State window.
  31. Do one of the following:
    • If you want to create a Dictionary name for the pseudo-ACD just created, continue with Step 29.
    • If you do not want to create a Dictionary name for the pseudo-ACD just created, continue with Viewing pseudo-ACDs using the PC Client.
  32. From the menu bar, select CommandsDictionary.
    ADDITIONAL INFORMATION:
    Note:
    A pseudo-ACD must exist before a dictionary name for the pseudo-ACD can be created.
    STEP RESULT:
    Supervisor displays the Dictionary window.
  33. In the Operations list, highlight ACDs.
  34. Select OK.
    STEP RESULT:
    Supervisor displays the Dictionary ACDs window.
  35. In the ACD Name field, enter the name for the pseudo-ACD.
  36. In the ACD Number field, enter the number for the pseudo-ACD from Step 4.
  37. In the Description field, a description for the pseudo-ACD. The origin of the data can be useful information in the description field.
  38. From the menu bar, select ActionsAdd.
    ADDITIONAL INFORMATION:
    Supervisor adds the pseudo-ACD name to the dictionary.
    Note:
    After creating a dictionary name for a pseudo-ACD, you must log out of Supervisor and log in again to see the dictionary name of the pseudo-ACD displayed in drop down lists.
  39. Continue with Viewing pseudo-ACDs using the PC Client.