ACD 2000 Extended Agent Skill Groups is an enhancement to the ANSWER PLUS Automatic Call Distribution II (ACD 2000) feature.
The ANSWER PLUS Automatic Call Distribution II (ACD 2000) feature supports a maximum of 64 agent skill groups with up to 150 agents in each group. If you enable the ACD 2000 Extended Agent Skill Group option, the system supports up to 128 agent skill groups with a maximum of 500 agents per group.
Note: A total of 350 users can be logged in at any one time.
The ANSWER PLUS Automatic Call Distribution II (ACD 2000) feature is a prerequisite for ACD 2000 Extended Agent Skill Groups.
If you have more than 128 agent skill groups programmed when you enable this feature, you will only retain the first 128 groups when you perform a Back-up.
Program ANSWER PLUS Automatic Call Distribution II (ACD 2000).
In the License & Option Selection form, set "Extended Agent Skill Group" to Yes.
In the Agent Group Assignment form, program up to 500 agents per group. Program other fields as described for ANSWER PLUS Automatic Call Distribution II (ACD 2000).
Note: An agent can appear only once in a single agent skill group.
None.
