ACD not acting right

[Trason806]

I have an ACD queue (6368) with 3 agents. Patient rooms call for food service. There are 2 Rans. 1st and 2nd. and ncfw to callpilot after hours. I am getting reports that sometimes(intermittently) call are not going to the queue, but instead going to dn:1390. The user at 1390 says that her display reads 4427-6368. the call was from dn 4427. another time they said a call from 4451 showed up as 4451-6368. I cannot seem to duplicate this error and it only seems to happen a few times a day. I am at a loss. I cannot see anything that looks wrong.

Can anyone recommend a course of action. Thanks

DN 6368
CPND
NAME Room Service
XPLN 12
DISPLAY_FMT FIRST,LAST
TYPE ACDN
ACID 3520 TN 020 0 06 14
ACID 3521 TN 020 0 06 15
ACID 3522 TN 040 0 07 13

TYPE ACD
CUST 0
ACDN 6368
MWC NO
DSAC NO
MAXP 3
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 6
FRT 2
SRRT 8
SRT 30
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 1980
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 2
RTPC NO
STIO
TSFT 20
HOML NO
RDNA NO
LABEL_KEY0 NO
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
SIPQ NO
IVR NO
OBSC NO
OBPT 0
CWNT NONE

DES ROOMSV
TN 020 0 06 14
TYPE 2616
CDEN 8D
CTYP XDLC
CUST 0
AOM 0
MRT
ERL 0
FDN
TGAR 1
LDN NO
NCOS 3
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
SCPW
CLS CTD FBD WTA LPR MTD FND HTD TDD HFA
MWA LMPN RMMD AAD IMD XHD IRD NID OLD VCE DRG1
POD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDA CFXD ARHD FITA CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
CDMR PRED RECD MCDD T87D SBMD
PKCH CROD ELCD
CPND_LANG ENG
RCO 0
HUNT
PLEV 02
PUID
UPWD
DANI NO
SPID NONE
AST
IAPG 0
AACS NO
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 6368 2 3520
AGN
01 NRD
02 MSB
03 TRN
04 AO6
05 CFW 4
06 MWK 1980
07
08 SCR 6093 2 MARP
CPND
NAME Room Service #1
XPLN 15
DISPLAY_FMT FIRST,LAST
09 DWC 6368
10
11
12
13
14
15
DATE 18 JUN 2008

DES 4NPAT
TN 016 0 03 01
TYPE 500
CDEN 4D
CUST 0
MRT
ERL 00000
WRLS NO
DN 4451 0 MARP
AST NO
IAPG 0
HUNT
TGAR 2
LDN NO
NCOS 3
SGRP 0
RNPG 51
XLST
SCI 0
SCPW
CLS TLD DTN FBD XFA WTA THFD FND HTD ONS
LPR XRA AGRD CWD SWD PUA MWD RMMD LPD XHD SLKD CCSD LND TVD
CFTD SFD MRD C6D CNID CLBD AUTU
ICDD CDMD LLCN EHTD MCTD
GPUD DPUD CFXD ARHD OVDD AGTD CLTD LDTD ASCD SDND
MBXD CPFA CPTA DDGA NAMA MIND
MCRD
EXR0 SHL ABDD CFHD DNDY DNO3
CWND USMD USRD BNRD OCBD RTDD RBDD RBHD FAXD CNUD CNAD PGND FTTU
CDMR PRED MCDD T87D SBMD PKCH MPTD ELCD
PLEV 02
PUID
UPWD
AACS NO
MLWU_LANG 0
DATE 31 OCT 2008

 

[Firebird Scrambler]

The fact that extension 1390 sees the ACD queue of 6368 would indicate that the incoming call had reached the ACD queue OK and perhaps none of the 3 Agents were logged in at that time which would have resulted the call being sent into the Call Pilot voicemail system.

You might have a day and a separate night routing in Call Pilot and would have caused the call to go to extension 1390 during the day via some sort of Time of day controller function. I would test this out by logging all 3 agents out and making a call to 6368.

Firebird Scrambler
Nortel and Avaya Meridian 1 / Succession and BCM / Norstar Programmer

Very advance high level knowledge on the Linux BCM phone system.

Website

http://somertel.myfreesites.net

 

[Trason806]

Only thing in the callpilot application is: Begin -> Announcement -> Done -> End.
its just a recording saying they are closed. They tell me this is happening during the day (when they are suppose to be logged in) I guess "suppose to" is the key thing there. I guess i will have to do more testing and see if i can duplicate it. thanks.