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Automatic Call Distribution (ACD)
116 ◆ Features Aspire Software Manual
● During Mode Pattern 1, ACD agents will belong to ACD groups 1, 2, and 16 at the same
time.
● During Mode Pattern 2, ACD agents will belong to only ACD group 1.
● During Mode Pattern 3-8, ACD agents will not belong to any ACD group and the ACD
extensions will work as normal extensions.
Example 2: Log In with AIC 567
● During Mode Patterns 1-8, ACD agents will belong to only ACD group 10.
Example 3: Log In with AIC 678
● During Mode Patterns 1-8, ACD agents will belong to ACD groups 2, 3 and 5 at the same
time.
With older software, P commands are not supported for AIC log on/ log off. Because of this, it
is not possible for the inDepth MIS software to determine which ACD groups each extension
was a member of or to which ACD groups calls were presented.
However, with software 4.0E and higher, AIC log on/log off operations are supported. The
Aspire P Commands will indicate which ACD Group is being logged onto when an AIC code
is entered. Also when an agent logs off, there will be a multiple log of events, one log off event
for each previous ACD log on event.
This feature is not yet supported by the inDepth software.
● Multiple Agent Log In
ACD agents can log their extension in using multiple AICs (up to 3). The system will also
allow all extensions (up to the system maximum) to log in using the same AIC code. For example,
even if ACD agent “A” logs in extension 350 with AIC 789, ACD agent “B” can also log in to
extension 351 with AIC 789 at the same time. Using the example setup above, ACD will work
as follows:
Example 1: Log In with AIC 789 and 568
● During Mode Pattern 1, ACD agents will belong to ACD groups 1, 2, 10 and 16 at the
same time.
● During Mode Pattern 2, ACD agents will belong to ACD groups 1 and 10.
● During Mode Pattern 3-8, ACD agents will belong to only ACD group 10.
Example 2: Log In with AIC 789, 568 and 678
● During Mode Pattern 1, ACD agents will belong to ACD groups 1, 2, 3, 5, 10 and 16 at the
same time.
● During Mode Pattern 2, ACD agents will belong to ACD groups 1, 2, 3, 5 and 10.
● During Mode Pattern 3-8, ACD agents will belong to only ACD groups 2, 3, 5 and 10.
In addition to an agent logging in with multiple AIC codes, ACD agents can log in to multiple ACD
groups at the same time (up to 64 ACD Groups). AIC and ACD groups for each work period (mode
pattern number) can be set in Program 41-18.
Some conditions with Multiple Agent Log In:
● ACD agents cannot log in to the system supervisor or group supervisor’s extension.
● In order to log in with AIC, the extension should be set to AIC Log In mode in Program
41-17.
● If the extension is set to AIC log in mode in Program 41-17, the system will ignore the set-
ting of Program 41-02 for the extension.
● A supervisor cannot log out an agent logged in by an AIC code.