Configure an ACD

The ACD Configuration page lets you set up a connection between Calabrio for RingCX and one or more ACDs. Once an ACD has successfully synchronized, it cannot be deleted from Calabrio for RingCX.

NOTE   If your organization has New WFM, then New WFM implementations are done in a separate process. A select number of integrated platforms can be configured using the WFM Integrations page (see Manage WFM integrations). If your integrated platform is not listed on the WFM Integrations page, then it requires a project managed by Professional Services.

Prerequisites

• You have the Administer ACD Configuration permission (see Manage roles and permissions for QM, Analytics, Insights, and Performance Management).

• The Data Server service is installed on a server with access to the Calabrio for RingCX system before you test the ACD connection.

  NOTE   The installation file for the Data Server service is located on the Downloads page (see Download Smart Desktop and Calabrio for RingCX Data Server installers). If the Data Server service is not installed when you test the connection, you receive the following error message: “Error: Please verify gathering service is running.”

Page location

Application Management > Global > System Configuration > ACD Configuration

Procedures

Add an ACD

1. Select a tenant.
2. Click Add. The ACD Details dialog box opens.
3. Select the type of ACD from the Select ACD drop-down list.
4. Enter the ACD’s name in the Name field.
5. Click OK. The ACD Details dialog box closes, and configuration options display on the ACD Configuration page.

6. Configure the ACD by completing the fields. See the links below for ACD-specific instructions.

   • Connection settings for Cisco Unified Contact Center Enterprise
   • Connection settings for Cisco Unified Contact Center Express
   • Connection settings for Cisco Webex Contact Center
   • Connection settings for Cisco Webex Contact Center 2.0
   • Connection settings for generic ACDs
7. Click Test Connection to ensure your entries are correct and Calabrio for RingCX is connected to the ACD.
8. When the connection tests successfully, click Save.

Delete or modify an ACD

• To delete an ACD, select the ACD, click Delete, and click Yes.
• To modify an ACD, select the ACD, edit the fields as desired, and click Save.
• To change the name of an ACD, select the ACD, click Edit, change the name in the Name field, click OK, and click Save.