5.6.6 |
Configuring cross-node ACD groups |
| In a network comprising multiple systems, agents can be distributed across the entire network. The agents log on to every node with a unique ID for the UCD group via the HPCO client or telephone. To this end, a UCD group is created in every node with the associated agent IDs. These agent IDs must be unique throughout the network. A maximum of 150 IDs are available. Key programming is identical for every agent in every node, i.e. the UCD functions can also be used in the remote node. The routing ports for the home agents are omitted in this solution as the calls can be directly distributed by HiPath ProCenter Office. |
Configuration |
| Announcements are always connected in the node in which the call is initiated. For Media Streaming, the announcement ports are separate in every node and never need to be configured. |
Example |
| The UCD group A configured in the communication system has the following properties: |
| • | the UCD group provides access for the call center application via a CSTA link |
| • | agents that log on with the IDs 110, 111, 120 and 121 are ACD group A agents |
| • | the UCD group has the same call number as UCD group A (e.g. 450) |
| • | the UCD group is set by the "Host Controlled" application |
| The UCD groups A' and A" have the following properties: |
| • | the UCD groups receive the same UCD group number (e.g. #201) |
| • | the UCD groups have a unique agent ID range |
| • | the UCD groups have different call numbers (e.g. 451 and 452) (see emergency concept) |
| • | The UCD groups A, A' and A'' together form the network-wide ACD group A for the call center application connections. |
| HiPath ProCenter Office uses: |
| • | The application sets UCD group A Host Controlled to prevent calls being distributed by HiPath 3000. The application can only distribute the call to a random agent in the UCD groups A, A' and A". The algorithm used is available in HiPath ProCenter Office (e.g. skill-based routing). |
Emergency concept |
| If HiPath ProCenter Office crashes, calls can be forwarded from UCD group A via a suitable overflow to UCD group A' and A" (call forwarding - ring no answer) thus guaranteeing local distribution to the agents. A UCD call is now processed in the familiar sequence for a local UCD group (longest idle). |
| HiPath 3000/5000 V9, Manager E, Administrator Documentation, Issue 10 | up |
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| Disclaimer & Copyright | ID: P31003H3590M1000176A9 | 2014-03-03 |