Connect Access Points to Services and Users

This topic tells you how to connect your access points directly to your services and users. You cannot connect access points directly to queues and hunt groups.

Connect an Access Point to a Service

Connect an Access Point to a User

Note: the connection between a service and queues/hunt groups is determined by the logic defined inside the service as designed in SERVICE DESIGNER.

The topic also covers the related tasks Move an Access Point Connection and Disconnect an Access Point.

Prerequisites

• If you are connecting an access point to a service, ensure that at least one service has been created in your configuration. See Create Services.
• If you are connecting an access point to a user, ensure that at least one user has been created in your configuration. See Create Users.

Procedures

Connect an Access Point to a Service

Use this procedure if you want to connect an unconnected access point to a single service. (To point a connected access point to another service, see Move an Access Point Connection.)

1. Switch to Edit mode using the Edit switch on the Toolbar.

2. Select the access point that you want to connect to a service and then select the target service.

The selected access point moves to the top and a blue connection line appears between the selected elements. The connection is not yet active.

Note: if you have selected the wrong elements, click Revert on the toolbar and then select the correct elements.

3. Click the Commit button on the toolbar. The connection line turns white. Allow up to a minute for the routing to take effect.

4. Make further connections between access points and services in the same manner.

Note: when connecting multiple access points to a single service or multiple services to a single access point, you must commit a connection between a single access point and a single service before making the next connection. This ensures that changes are made in a controlled fashion without risking significant disruption to live services.

Connect an Access Point to a User

You can connect an access point to a single user only. To connect to multiple users, consider setting up a hunt group and connecting to that instead.

1. Switch to Edit mode using the Edit switch on the Toolbar.

2. Select the access point and then an unconnected user element. The selected elements are highlighted in blue.

Note: if you have selected the wrong elements, click those elements to deselect them or click Deselect on the toolbar. Then, select the correct elements.

3. Select a user from the Select User for DDI panel and then click the Select User button.

A connection line appears between the elements. Allow up to a minute for the routing to take effect.

4. Make further connections between access points and users in the same manner.

Note: to change the access point's user assignment, ensure you are in Edit mode, click the access point's connected  icon, and then repeat step 3.

Related Tasks

Move an Access Point Connection

This procedure is for moving an access-point-to-user connection to a service, or for moving an access point-to-service connection to a different service. To move a connection to point to a user, see Connect an Access Point to a User.

1. Switch to Edit mode using the Edit switch on the Toolbar.

2. Select the access point and the new target service.

The selected elements and connection are highlighted in blue.

Note: if you have selected the wrong elements, click Deselect on the toolbar and then select the correct elements.

3. Click Move on the toolbar.

The connection is moved but is not yet active.

Note: if you have moved the wrong connection, click Revert on the toolbar and then repeat this procedure from step 2.

4. Click the Commit button on the toolbar if you are sure that you want to route incoming contacts to the new service instead of the first. The connection line turns white but allow up to a minute for the new routing to take effect.

Note: another way to move an access point-to-service connection to a different service is by selecting the two connected elements, clicking Move on the Toolbar, selecting the new target service, and then clicking Commit.

Disconnect an Access Point

This procedure describes how to disconnect an access point from a service only.

To disconnect an access point from a user, you must move the connection to any service as described in Move an Access Point Connection and then delete that connection. If there are no services in your configuration, consult your local support desk who will remove the connection for you.

Note: if a call is received on an access point of type telephone number, which is not connected to an element, the caller is played the message 'There are no services currently running on this number'.

1. Switch to Edit mode using the Edit switch on the Toolbar.

2. Select the access point and the service you want to disconnect.

The selected elements and connection are highlighted in blue.

Note: if you have selected the wrong elements, click Deselect on the toolbar and then select the correct elements.

3. Click Delete on the toolbar.

The access point moves to its original pre-connection location and its connection to the service is removed. The disconnection is not yet active.

Note: if you have deleted the wrong connection, click Revert on the toolbar and then repeat this procedure from step 2.

4. Click the Commit button on the toolbar if you are sure that you do not want incoming contacts to the access point to be routed to the service. Allow up to a minute for the disconnection to take effect.