ACD Limits 1

[TAnselm]

What determines the maximum amount of ACDN's?

I just tried to build a queue on my test phone and got a SCH0719

err sch0719
SCH0719
ACD positions are full. Cannot add more.

I see from my SLT that I have 240 built and i'm being told that is the maximum even though the switch says I'm allowed 23760 more.

REQ slt
TNS 8500 LEFT 5068 USED 3432
ACDN 24000 LEFT 23760 USED 240
AST 8500 LEFT 8308 USED 192
LTID 96 LEFT 96 USED 0
DCH 255 LEFT 243 USED 12
AML 16 LEFT 15 USED 1
RAN CON 52 LEFT 19 USED 33
RAN RTE 9999 LEFT 9989 USED 10
MUS CON 154 LEFT 0 USED 384
IDLE_SET_DISPLAY NORTEL
ACD AGENTS 500 LEFT 181 USED 319
BRI DSL 50 LEFT 50 USED 0
INTERNET TELEPHONES 4 LEFT 4 USED 0
WIRELESS VISITORS 0 LEFT 0 USED 0

 

[EddieDuece]

You need to buy ACD ISM's. succ 3.0 locked down the licenses.

 

[johnpoole]

240 is the max number of acd groups and that is carved in stone. i've never gotten nortel to allow more and at times it was a major problem.. i had to change some of my maxp 1 acd groups to cdn or dsc's

john poole
bellsouth business
columbia,sc

 

[EddieDuece]

Good catch JP. I didn't even see that 240 were already built.

 

[hawks]

depending on software level you are correct 240 is the max.

 

[johnpoole]

what software level did they increase that hawks? i haven't read that yep, i'm still on 3..0

john poole
bellsouth business
columbia,sc

 

[TAnselm]

I'm not trying to build a new group...
I was trying to add a supervisory phone to an existing acd group. someone was complaining that when she tries to Observe one of the agents, she gets a busy signal and a message on the screen that says release and try again.
I saw no problem with the programming of either phone.
I went to load 80 and did a TRAC on all supervisor phones in that group to see if anyone was already observing her.
Couldn't figure it out so I was trying to make my test phone a supervisor in that group and try myself. That is when I got the error (right after typing)
Key 0 ACD 6400

 

[TAnselm]

Oh guess I should tell you that I'm on 25.40

 

[Johnthephoneguy]

Sounds like there was someone else observing, or if you are using a recorder you have to remember that is how most of them do the recordings, they observe the agent so to speak.

 

[hawks]

john I'll check but I thought they did it with 4.5

 

[dlesap]

ACD positions are not rules with ACDN licences but with ACD Agents ones. You have already 319 ACD agents used, but 500 licences.
If the system says "ACD positions are full" check if the ACDN you want to set to your phone is not MAXPed limited

 

[johnpoole]

your phone is not MAXPed limited

he nailed it, if you can't add an agent to a group, it not a ld 22 problem but the maxp has reached it's limit.. bump that up in ld 23, nothing has to be out of service..change the maxp by at least 10 percent

john poole
bellsouth business
columbia,sc

 

[TAnselm]

Thanks for all your helpful suggestions.

I did find out why they couldn't Observe the one agent. Johnthephoneguy hit it dead nuts accurate. There was someone already observing the agent. I didn't find it because, strangely enough, when I went to ld 20 to print the ACDN he did not come up as a supervisor. However, when I went to ld 81 and did a LST on SPV his TN did come up. So i went to ld 80 and did a TRAC on the TN and what do you know OBV was active. Soon as I printed out his TN in ld 20 I knew right away who it was.

Thanks again guys...