ACD Settings Overview
Regardless of the specific integration used in your inContact WFMv2 system, you must configure a number of settings that allow information from your ACD to be used in inContact WFMv2. These settings include:
- Profiles — ACD Profiles define the characteristics of your organization's individual ACD(s). If you have multiple ACDs, each requires a separate ACD Profile. This information is used to more accurately simulate the effects of your ACD on your inContact WFMv2 system.
- Queues — Queues on your ACD can be mapped to inContact WFMv2 Streams. Once you have added or imported ACD Queues, you can view and edit the data as you would any other Stream. For more information, see Streams Overview.
- Work Modes — Work Modes allow you to specify the agent states defined on your ACD and determine how those states are mapped to agent status within inContact WFMv2.
- Aux Codes — Aux Codes correspond to the aux reasons or codes on your ACD that provide additional information about a work mode. For example, Avaya CMS offers an Aux-Work Mode. Agents in this mode can further enter a code to specify if they are on break, at lunch, or in a meeting. The inContact Cloud Contact Center allows administrators to configure Unavailable Codes that serve a similar purpose. Aux Codes can be associated with one or more Breaks (see Create Shift Templates <href>), Exceptions (see Create Exceptions <href>) or both.
Most ACD settings are configured by your inContact team during deployment of your inContact WFMv2 system.