ACD Overflow after last agent is marked absent

[meltitdown]

Can anyone help me with this scenario:

BC11sp13

ACD GROUP CALL DATA
GRP LIM SERV TRAF SEL QUE QIC CUST
4441 6 1000 15 11030 00000060101

END

When the last availible member does not answer - the call returns to the queue where it stays forever. ie it will not overflow even though the settings allow overflow on no agents availible.

I remember this problem from the past but can not remember the solution. I guess it's something obvious I have missed.

Any help would be appreciated.

 

[whosrdaddy]

the solution for this is: BC12
this problem exists already for a long time

in BC12 E/// finally added a parameter in ACPAC (ACDNUM=7)
to allow the call to overflow.

don't know if there's a patch in BC11 to allow the same functionality

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[ICFUC]

We have BC11SP14, but has been working since atleast somewhere in BC10.

My settings on SEL in this case is 11230

And I noticed that if you have different CUST in PBX, then the ACD must belong to a CUST

 

[meltitdown]

thanks for the information. I will put to our supplier.

 

[Jimek]

The overflow in bc11 is for just NEW calls to the grup not calls that are in the acdque. I think the agents have to train how to use the phone and how the ACD-group works. If the agents always make them unavailable when they leave their place you never have that problem.

 

[fcpli]

FYI:
There is a patchpackage for this (don't remember the OMR, it was oroginally meant for Spain, but released MAAS WE/DE). Maybe upgrading to BC12 is a better solution in this case?

 

[mundus]

FYI:
BC 12
This feature allows to deflect calls from an ACD-queue to the diversion position defined for the group, when the last ACD agent becomes unavailab

The feature is generalization of the market uniq ue function DE-71.