ACD NCFW to VMAIL timeout.

[wallymcdoogle]

Hello, I have an ACD that callers will get into the queue and never get sent to vmail. DURT was 30 so I set DURT to 15 and there was no change. The SRT message plays and repeats properly, just doesn't kick out to Vmail. Thanks in advance for any advice.

MWC NO
DSAC NO
MAXP 3
SDNB NO
ISAP NO
AACQ NO
RGAI NO
ACAA YES
FRRT 61
FRT 4
SRRT 65
SRT 46
NRRT
FROA NO
NCFW 5600
FNCF NO
FORC NO
RTQT 4
RTQO NRD
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT 180
HPQ NO
OCN NO
OVDN 2419
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 15
RAGT 4
DURT 15
RSND 4
FCTH 20
CRQS 100
IVR NO

 

[bigindian65]

this a "maned" queue? What is the call flow? If the 3 agnts are busy you want it to go to VM?

Mato' Was'aka

 

[DFKSydney]

As I see it, this acd will go nowhere through the day.

The reason for this is that you have set RTQO = NRD (Not Ready). With this, calls will stay in queue til there is an available agent.

You have an OVDN set. Unless this is another active acd calls will not overflow.

Your NCFW can be basically any number, thus mail would be an option here. NCFW will come into play when there are no agents logged in, ie: MSB not NRD.

 

[MossEng]

To get calls to go to Meridian Mail after a set time the OVDN needs to be the Mail Queue and TOFT the delay in seconds before it overflows to Voicemail.

At the moment OVDN = 2419 (Is this Voicemail?)
and TOFT = 180 (3 Minutes)

 

[WKaal]

You can also use the IFDN With Time TOFT and AENI set on Yes.

 

[dj4020]

Just a poser if CCMS is involved nothing will ever go per these prompts as CCMS controls the calls. Just a thought. .

 

[MossEng]

You can't use IFDN as it only works with the OVTH setting.
Interflow works based on Calls in Queue when the call arrives not amount of Time spent in Queue.