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inContact WFMv2 ACD Integrations > ACD Settings > Edit ACD Profiles

Edit ACD Profiles

Required Permission — WFM Permissions>Contact Center>ACDs>Edit

OverviewClosed

ACD Profiles define the characteristics of your organization's individual ACD(s).

This topic explains how to edit ACD Profiles in inContact WFMv2. Many of the settings on this page are based on actual ACD settings, and you should always configure the values to match. Refer to your ACD documentation if you do not understand a specific setting.

For more information, see ACD Settings Overview.

This page opens automatically when you complete the Add ACD Profiles task. In this scenario, skip the first two steps of this task.

  1. Click WFOWFMv2 PortalContact Centers ACDs.
  2. Click the Edit icon for the ACD you want to edit.
  3. Optional: Revise one or more of the values established when the ACD Profile was created: ACD Profile Name, ACD ID, Description, Make, Time Zone, or Observes DST (see Add ACD Profiles).
  4. For Update Interval, leave the setting at the default value of 0. This setting is not used in inContact WFMv2.
  5. For Agent Selection Option, select one of the following from the drop-down list: Most Idle Agent or Highest Skill Level Agent Who is Most Idle.
  6. For Maximum Inbound Contacts, type a whole number that represents the maximum number of inbound contacts your ACD is configured to allow.
  7. For Call Selection Option, select one of the following from the drop-down list: Highest Skill Level With Longest Waiting Time or Longest Waiting Time.
  8. For Agent IP Address, type the IP address of the server hosting the ACD agent database. If a specific port number is part of the address, type this value in the adjacent Port field.
  9. For ACD IP Address, type the IP address of the ACD. If a specific port number is part of the address, type this value in the adjacent Port field.
  10. Click Save ACD Profile.