This procedure is relevant only for companies that need an ACD connection and are not using the NICE CXone ACD (Automatic Call Distributor), and should be performed by the company administrator.
Companies working with CXone WFM can establish a connection between the ACD and the WEM system using the ACD Installer.
ACD data provides the WEM system with important information used for forecasting, Real Time Adherence and for generating historical adherence reports.
WEM currently supports connections to Avaya and Cisco ACDs.
To install the connection to the ACD:
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In the top right corner of your screen, click your Username and go to Support - Downloads.
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From the Download ACD Installer list, click Download for the appropriate Vendor and Version.
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Run the downloaded ACD Installer.
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Follow the installation instructions for the connector: