ACD QUEUE ISSUES 1

[bltodd]

Hello
I built a new ACD 6100. Q1 Single Agent Assigned on an IP 1230 Set. Below is the Queue and Agent Print out.
Also built a Q2 with 3 AGT's for when Q1 Scheduler is in call or out with MSB on. I will print out the second queue below.

The ISSUE is: My SDN number XXXX seems to go only to the secondary Queue.
I cannot get the primary Queue to answer. I also have a the queue build in the Application builder Call Pilot V.5.01.03.
During business hours INSIDE goes to CALL TRANSFER 6100. BUSY/Fail go to Attendant (Answering Service)

Any help is appreciated. I'm working it now with frustrated customers, Hospital.

REQ prt
TYPE acd
CUST 0
ACDN 6100 <-- Queue 1 , One agent

TYPE ACD
CUST 0
ACDN 6100
MWC NO
DSAC NO
MAXP 1
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA YES
FRRT 27
FRT 12
SRRT 59
SRT 40
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 6101
FNCF NO
FORC NO
RTQT 0
SPCP YES
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 5
OVTH 5
TOFT 120
HPQ NO
OCN NO
OVDN 6101
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 53
RTPC NO
STIO 9
TSFT 120
HOML NO
RDNA NO
LABEL_KEY0 YES
LABEL InCall
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
SIPQ NO
IVR NO
OBSC NO
OBPT 5
CWNT NONE

Agent Phone:
TN 152 0 13 29 VIRTUAL
TYPE 1230
CDEN 8D
CTYP XDLC
CUST 0
NUID 6214
NHTN 152 0 13 29
CFG_ZONE 00002
CUR_ZONE 00002
MRT
ERL 26
ECL 0
FDN 6100
TGAR 2
LDN NO
NCOS 7
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
SCPW 621
CLS UNR FBD WTA LPR MTD FNA HTA TDD HFD CRPD
MWA LMPX RMMD AAD IMD XHD IRA NID OLA 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 FITD 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
VOLD VOUD CDMR PRED RECD MCDD T87D SBMD
KEM4 MSNV FRA PKCH MUTA MWTD DVLD CROD ELCD VMSA
CPND_LANG ENG
RCO 0
HUNT 6100
LHK 2
LPK 2
PLEV 02
PUID
UPWD
DANI NO
SPID NONE
AST
IAPG 0
AACS NO
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 ACD 6100 59 6102
AGN
01 NRD
02 SCR 6214 59 MARP
CPND
NAME Specialty Care
XPLN 27
DISPLAY_FMT FIRST,LAST
03 MSB
04 DWC 6100
05 XMWK 5888 6214
06 MCR 6110 D MARP
CPND
NAME Specialty Care Backline 201
XPLN 27
DISPLAY_FMT FIRST,LAST
07
08
09
10
11
12
13
14
15
16
17 TRN
18 AO6
19 CFW 16
20 RGA
21 PRK
22 RNP
23
24
25
26
27
28
29
30
31
DATE 11 DEC 2017

ACDN 6101

TYPE ACD
CUST 0
ACDN 6101 <--- Queue 2 , 3 Agents
MWC NO
DSAC NO
MAXP 4
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA YES
FRRT 27
FRT 6
SRRT 59
SRT 40
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 91800ANSWERING SERVICE
FNCF NO
FORC NO
RTQT 6
RTQO MSB
SPCP YES
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 53
RTPC NO
STIO 9
TSFT 120
HOML NO
RDNA NO
LABEL_KEY0 YES
LABEL InCall
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
SIPQ NO
IVR NO
OBSC NO
OBPT 5
CWNT NONE

 

[bignose21]

one thing I would ask why is NUID and NHTN configured on the set?

 

[bltodd]

Old settings before we went with SMG (Survivable Media Gateway). Has not affected anything for about a year. Several of them need to be removed but haven't gotten to it yet.

Thanks.

 

[bignose21]

I would say login the set to the ACD group and STAT the card in LD 32 (stat 152 0 13) make sure that you see the set logged in and IDLE no MSB or NRD against it. Then using another extension call 6100 does it land on the set?

 

[bltodd]

OK Great information. IT shows
14=UNIT 14 = IDLE (1230 LOG OUT)
But when TRAC in LD 80 MSB IDLE NRD IDLE

 

[bignose21]

yes they need to press the incalls key (key 0) and login

 

[bltodd]

OK I had her exercise the MSB key in and out 3x and back in. This particular Scheduler has been here 20 years no issues. I build a new queue Friday night and now issues. I'm thinking the phone could be glitched. Out and fresh rebuild. Unless there is something wacky in my queue.......

 

[bignose21]

So I am guessing that there is no login ID (No ADS built in 23) so I think they just go off hook and press the in calls key and it should change to Login

 

[bltodd]

Yes you are correct. I did rebuild the phone but I'm thinking I had too much faith in my user. I believe she may have hit the InKey once. We require two presses of the InCall key with the handset off hook. It seems to be working now. Thanks for working with me on this and getting me to look in ld 32. I forgot to do that. Can you tell me about the ADS in 23. Is that another way to log folks in?

Thanks!

 

[bltodd]

I'll be back tomorrow. If you post I will take a look in the morning. Thanks Again!

 

[bignose21]

Yes it is when you want agents to use an ID to login, so in the ADS you set the lowest and Highest ID's that the system will accept often 0000-9999 so any 4 digit ID to login. It is used a lot if you have contact center and you want the agents to have the same experience when the AACC is down and they are using basic ACD. Also the block can be used to allow an agent to login to multiple ACD groups (up to 5).

 

[bltodd]

Thank You for that. I will look into it. These phone systems are packed with so many features and most people don't use half of what is available. I love to dig into new areas and see if its a good fit for my organization or not.

Thanks again for all your help.