ACD Overflow Issue 4

[yngin]

I'm having trouble getting an ACD to overflow to an outside number. The queue that is setup to ncfw to the outside number forwards when dialed directly, but will not forward when we need it to overflow. Can somebody help with the configuration? Any help is greatly appreciated.

Here are what the queues look like.


TYPE ACD
CUST 0
ACDN 4647
MWC NO
DSAC NO
MAXP 24
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA YES
FRRT 14
FRT 4
SRRT 12
SRT 46
NRRT
FROA NO
NCFW 4888
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL YES
CWLF 3
CWLW 5
BYTH 0
OVTH 6
TOFT NONE
HPQ NO
OCN NO
OVDN 4648
IFDN
OVBU BSY BSY LNK BSY
EMRT
MURT 4
RTPC NO
STIO
TSFT 20
HOML NO
RDNA NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 30



TYPE ACD
CUST 0
ACDN 4648
MWC NO
DSAC NO
MAXP 1
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
NCFW 91800xxxxxxx
FNCF YES
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 20
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
STIO
TSFT 20
HOML NO
RDNA NO
DAL NO
RPRT NO
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100

 

[GHTROUT]

The OVDN is the "Overflow" number. The NCFW is the number where calls go if the queue is closed.


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[yngin]

my point exactly. We have agents staffed in one queue and when they're busy we need calls to overflow after 6 calls are in queue to an outside vendor (hence the 800 number).

 

[GHTROUT]

Oh wait. I see now what you have. As far as I know, the OVDN will only kick when if it sees agents in the target queue. I suspect someone with more ACD expertise will follow-up (hope so)


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[EricTerstegen]

I was just working up a queue with OVDN and I came to the same conclusion. The OVDN has to be a queue, and it has to be available to overflow to. I used interflow to forward to voicemail however. So you could probably interflow to an offsite with an ACD in NCFW or through MerMail/CallPilot. The ACD document 553-2671-110 talks about this on page 57. It talks about the supervisor pressing a key but I did get it to work automatically with one of the features I can't remember... I am sure it has it in that document.

 

[GHTROUT]

Outstanding idea Eric. One could overflow to the Mail system where the target service was a menu (for example) that timed out/transfered to the desired tele number...even without having to press anything.

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[TelecomNemo]

interflow - IFDN - will route calls to a nonACD target number. IFDN is tiggered by the number of calls in que. See the ACD NTP for details.

 

[MossEng]

With Interflow IFDN can be any number, including external numbers, but you also need to set AENI YES, Automatic Enable Interflow, Otherwise Interflow only works when a Supervisor with an ENI key activates it. Also Interflow works on calls in queue not time based on OVTH setting, ie if OVTH is set to 10, then ten callers will queue, and the 11th will interflow, leaving the original 10 still queueing!
If you set OVTH to 0, then as soon as no agents are available (On ACD calls or Notready) the call will interflow
immediately to the external number.

So my Solution would be:
OVTH 0
IFDN 9XXXXXXXXXX
AENI YES
OVDN ( No Entries )