ACD PHONES IN MSB - CALLS NOT GOING TO VM.

[ramtel]

My helpdesk queue has 12 phones. Sometimes for whatever reason the helpdesk manager has to log out all the phones. When this happens I'd like any calls to go to the off-hours mailbox. Instead when the phones are logged out, an incoming call to the queue will wait in the queue until an agent logs back in. In application builder, the TOD settings are setup and work fine as far as the on/off hours.

Any assistance would be great.

thanks

 

[Stagemusic]

The action of the calls are dictated by the commands in the script and not the PBX. You need to check the script for this queue and make sure that there is a command stating that if agents logged in = 0 then route to (your mailbox number).

 

[ramtel]

Thx Stagemusic.

I believe your response is for Symposium which I am not using. I'm using an ACD queue on the PBX and Application Builder on CallPilot. So I believe my problem is the programming on the PBX but I'm not sure what to add/change.

 

[Stagemusic]

OK...I never even considered that because it is so rare these days.

 

[bigindian65]

post the ACDN out of ld 23.

Mato' Was'aka

 

[telebub]

LD 23, change the NCFW prompt to the CallPilot CDN. This is the treatment the ACD queue uses when all agents are logged out.

 

[DFKSydney]

You may like to add a DCW key. It serves no great benefit except you should be able to see that all are either logged out, or infact in MSB or NRD. this may prove the point.

And as said above, check the NCFW option.

 

[ramtel]

Hi all,
Here is the ACD programming:

ACDN 5222
TYPE ACD
CUST 0
ACDN 5222
MWC NO
DSAC NO
MAXP 100
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO ACAA NO
FRRT 12
FRT 14
SRRT 12
SRT 46
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 2345
FNCF NO
FORC NO
RTQT 0
SPCP YES
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 3
OVTH 5
TOFT 60
HPQ NO
OCN NO
OVDN 2349
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 11
RTPC NO
NRAC NO
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 5
CWNT NONE


2345 is the CallPilot CDN

thx

 

[DFKSydney]

The ACD programming is basic, and should be OK.

I go with my earlier suggestion that not all members are logging out....

Go the DCFW key and get a feel for the results that way