I'm sorry, but I'm not clear as to what you are asking here. ACD is set up by initially creating a Queue. You can (optionally) create Skills as well. You assign the Skills (if you are using them) to your Agents, along with a proficiency in that skill. Next, you assign the Agents to the Queue. Finally you configure Architect to transfer the interaction to the Queue, assigning required skills, is appropriate. There's obviously a lot more to it than that, but that's the basics.
You weren't specific about what channel you are using. You also tagged "Outbound"?
Please let us know what you are trying to achieve and we will do our best to help.
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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
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Original Message:
Sent: 02-06-2024 01:59
From: Sudipta Mal
Subject: ACD Service Creation step
Can someone help me with the procedure to create ACD service with inbound PRI routing.
#ArchitectureandDesign
#Conversational AI (Bots, Agent Assist, etc.)
#Digital Channels
#Connect with a Customer (NEW)
#Implementation
#Integrations
#Omni-Channel Desktop/User Interface
#Outbound
#Quality Management
#Reporting/Analytics
#Routing(ACD/IVR)
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Sudipta Mal
CS Infocomm Pvt. Ltd
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