ACD call pickup key 1

[ToMaC82]

Did a bit of searching but couldn't find my answer. I need a key to pick up an incoming call ringing on another phone within the same ACD group. Example: two reception phones, calls go back and fourth, someone steps away and the other receptionist wants to answer the call without getting up. I programmed an RNP key, but I don't think that is for ACD calls. Anyone?

 

[Utreg]

That is'nt possible: If a person walks away he ar she needs to press the NRD button

 

[ToMaC82]

If that's not possible then I need to terminate that ACD group all together. Steps I would take: OUT ACDN 4000 in LD 23, then build regular SCR keys for 4000 on the two phones? Do I need to delete the keys on the phones before the system will let me kill that ACDN group?

 

[spunkysus]

Are the receptionist using regular sets(2616 etc) if so you may can assign the RNP key ,however you will need to ensure you have in the CLS PUA also you need to ensure they are in the same RNPG.Then when they hear the other line ring they can lift the handest and I beleive enter that persons extension.Don't know for sure it's been a while since I've touched the Nortel PBX.Also if you post the TNB of one of the sets it would be beneficial.

Thanks

 

[ToMaC82]

Here is the TNB. Both of the Receptionists are in the same RNPG. I think my only option to get it so they can answer each others calls is to get the 4000 number out of ACD, correct?

DES RECEPT
TN 006 0 00 03
TYPE 2616
CDEN 8D
CUST 0
AOM 0
FDN
TGAR 0
LDN NO
NCOS 0
SGRP 0
RNPG 5
SCI 0
SSU
XLST
CLS CTD FBD WTA LPR PUA MTD FND HTD TDD HFD
MWD AAD IMD DOS XHD IRA NID OLA VCE DRG1
POD DSX VMD CMSD CCSD SWD LND CNDA
CFTD SFD MRD DDV CNID CDCA
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDA CFXD ARHD FITD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID
DDGA NAMA
USMD USRD ULAD RTDD PGND FLXD FTTC DNDY DNO3
CPND_LANG ENG
HUNT
LPK 8
PLEV 02
AST
IAPG 0
AACS NO
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 4000 0 2789
SPV
01 DWC 4000
02 NRD
03 TRN
04 PRK
05 HOT D 6144
06 RNP
07
08 SCR 4789 0 MARP
CPND
NAME Savanha J. 4789
XPLN 27
DISPLAY_FMT FIRST,LAST
09 AO6
10 CFW 8 4748
11 ADL 16 9
12 ADL 16
13 ADL 16 1100
14 ADL 16
15 ADL 16 5300
DATE 24 JUL 2008

 

[spunkysus]

That sound correct ,you may have to remove the ACD 4000 off key 0.In the meantime try in the CLS GPUA and DPUA .

 

[ToMaC82]

Didn't work with GPUA and DPUA. Isn't there some kind of ACD pickup code? There is on every other system I've worked on.

 

[GHTROUT]

You can't do RNP on an ACD call, but you set the Queue to "put the phone in NRD or MSB if ACD call not answered in X rings" - in this case, the call returns to the queue and other agent(s) can answer it.

Look at the LD23 RTQT and RTQO prompt

RTQT - Number of rings before performing action
RTQO - Action to perform (NRD or MSB)


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[ToMaC82]

GHTROUT: This sounds like a great idea! NRD would put the phone in not ready, but what would MSB do?

 

[GHTROUT]

MSB logs the agent out.

To start, I'd set RTQT 3 and RTQO MSB.

Then try it out... but what you may find is if nobody answers, all the phones will go into NRD. You have to make sure the people know how it works or they will start blaming the phones for their not answering calls promptly.

Remember that RTQT number is "Ring Cycles" - not seconds

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