ACD Help

[alias26]

Im on the process of rolling out an acd environment for 5 users. What I cant get the acd queue to do is route the caller to and alternative scr key on a 2216 when all agents are busy or are in msby mode. Here is my ACD Queue Conf.

TYPE ACD
CUST 0
ACDN 6150
MWC NO
DSAC NO
MAXP 5
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA YES
NCFW 6350
FNCF NO
FORC NO
RTQT 0
NO
OBTN NO
RAO NO
CWTH 0
NCWL NO
BYTH 0
OVTH 0
TOFT NONE
HPQ NO
OCN YES
OVDN 6350
IFDN 6350
BUSY BSY BSY SRC BSY
AENI NO
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
NRAC NO
RAGT 4
DURT 15
RSND 4
FCTH 10
CRQS 100
IVR NO

 

[johnpoole]

not the way acd works, you need to ifdn the group to an acd dn.. acd transfers to an acd. calls stay in que until an agent is ava.. i have used a maxp 1 acd with a ncfw xxxx to a scr, that will follow the interflow timer

john poole
bellsouth business
columbia,sc

 

[alias26]

thanks john,
My ifdn 6350 is an acd dn with a ncfw to a scr here is how I have that acd programmed. If I call 6350 directly, I get to 6349 where I want to reach. Anything else that Im missing?

TYPE ACD
CUST 0
ACDN 6350
MWC NO
DSAC NO
MAXP 1
SDNB NO
NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
NCFW 6349
FNCF 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
NRAC NO
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO