ABR feature on ACD - CS10000

[RyanAvayaBlue]

Hi There,

I have a CS1000 RLS 7.5.

How do I enable "allow ACD calls to be presented to an agent when busy with IDN call"?

I found the ABR feature in the rls 7.0 documentation but when I chg the ACD in LD23, I don't see the ABR option anywhere.

This is what the documentation says:

"ABR ACD Busy Routing basic-7.00
(NO) The agent is not presented with ACD calls when
busy with an IDN call.
YES The agent is presented with ACD calls when busy
with an IDN call."

(NN43001-611 04.01, pg 710)

This is the printout of the ACD in question

TYPE ACD
CUST 0
ACDN 118015
MWC NO
DSAC NO
MAXP 120
SDNB YES
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 14
FRT
SRRT 14
SRT
NRRT
FROA YES
CALP POS
ICDD NO
NCFW 7000
FNCF NO
CWTT NONE
HMSB YES
ACPQ NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
HOML NO
RDNA YES
LABEL_KEY0 NO
ACNT 999
NRAC YES
NDFL
DAL NO
RPRT NO
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
SIPQ NO
IVR NO
OBSC NO
OBPT 5
CWNT NONE

Thanks in advance for any help.

Regards,
Ryan

 

[nortelvet]

Notes suggest this feature ACD BUSY ROUTING, needs package 411, but I can't see what package 411 is? Maybe it's restricted in your system?

 

[RyanAvayaBlue]

Thanks for the prompt response, I just checked and we don't have package 411.

The strange thing is that a few months ago, one of our other departments was complaining they received ACD calls while on DN calls, I know I changed an ACD setting but I cannot remember how.

Now that I want to do the opposite for another department I am not able.

I turned SDNB to NO and am just waiting for the supervisors to test. Also turned BSCW to NO.

Thanks again for the assistance.

Our Vendor is confirming if we need 411.

I will provide feedback asap.

Regards,

 

[RyanAvayaBlue]

Ok tested now and didn't work. In NN43001-551 I found some info that explains my dilemma:

"ACD Agent while IDN on-hold Allowed (ACAA)
ACD calls are presented to agents active on IDN calls, regardless if ACAA is configured as
YES or NO."

Feature packaging
This feature is only available if Software Package 411 is unrestricted.

So again I guess it has something to do with package 411