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
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