Cisco Cisco E-Mail Manager Unity Integration Option Technische Referenzen

ACD Configuration

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3.3. Setting up Agents

If hardphone support is enabled in ICM Peripheral Monitor table, Agents

must be configured on the Aastra PointSpan switch.
The parameter Agent Identification (AID) must match the Peripheral

Agent ID on ICM. An agent login password can be set using the Agent

Password (PSW) parameter, however this password is only used when the

agent logs in on the hardphone. If the agent logs in using an Agent

Desktop the entered password must match the one set in ICM Agent

Explorer and not on the switch.

The ACD Pilot directory number (PLT) needs to be set to a default Home

ACD Pilot that does not receive any calls. Please note that the initial agent

sign-on mode parameter (ISM) of that ACD Pilot must be set to WORK.

Note:

The Home ACD Pilot is primarily used to allow agent login on the

hardphone and has no relationship with the configured ICM skillgroups.

SELECT COMMAND => agid
SELECT MODE: PRINT, DISPLAY, UPDATE, RESTORE => d
RANGE OF IDs, NAMES or ?....................I => i
AGENT ID or ?................................ => 120010
USER GROUP NUMBER............................ => 1
** AGENT IDENTIFICATION DEFINITION 12/24/05 15:28:02
AID...AGENT IDENTIFICATION...............120010
UGP...USER GROUP.........................1
***...CALL CENTER NUMBER.................1
***...AGENT STATUS.......................OFFLINE
PLT...HOME ACD PILOT DIRECTORY NUMBER....30013
***...CURRENT ACD PILOT..................30013/1
PSW...AGENT PASSWORD.....................NONE
AVL...ASSOCIATED VOICE LINE DIRECTORY....20010
NME...AGENT NAME.........................test 10
WUP...WRAP-UP ALLOWED....................YES
AIP...AGENT IDLE QUEUE PRIORITY..........0
DAS...DYNAMIC AGENT SIGNON...............ALLOWED
RAG...ROAMING AGENT......................YES

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