ACD Queue with NO RAN on busy 1

[beetleything]

Hi all. Really struggling with this one.

I have a hotel with a Reservation ACD Queue on 6500.
It is reached by a 1 800 number.
Calls go through to the Agents but if they are all busy it does not get the RAN from the Interlia.
Dialling the ACOD gets the Agents bust msg.

Checked the ACD Q = Ok.
YPE ACD
CUST 0
ACDN 6500
MWC NO
DSAC NO
MAXP 8
SDNB NO
ISAP NO
AACQ NO
RGAI NO
ACAA YES
FRRT 13
FRT 2
SRRT 14
SRT 40
NRRT 13
FROA YES
NCFW 0
FNCF NO
FORC NO
SPCP NO
OBTN NO
CWTH 1
NCWL YES
CWLF 3
CWLW 4
BYTH 0
OVTH 4
TOFT 300
HPQ NO
OVDN 822
IFDN 0
BUSY BSY SRC SRC BSY
AENI YES
OVBU LNK LNK LNK LNK
EMRT
MURT 21

The 1 800 ends in 2300
in IDC there is 2 enteries for that to push it to 6500.


DCNO 0
IDGT CDGT

DCNO 1
IDGT CDGT
7824 6500
800 7800
801 7801
802 7802
803 7803
805 7805

DCNO 2
IDGT CDGT
2300 6500
72 2
77 7
78 78

DCNO 3
IDGT CDGT
2300 6500

When i did a trace on a 1 800 call in it looks like RDB 7 and going to 7771.


.13:58:12 22/02/2013
TN 008 0 08 09
KEY 0 ACD ACTIVE TN 008 0 08 09
ORIG 002 07 DID RMBR 50 7
TERM 008 0 08 09 0 ACD 0 6728 2216
DIAL DN 6500
MAIN_PM ESTD
TALKSLOT ORIG 8 TERM 8
EES_DATA:
NONE
QUEU NONE
CALL ID 0 445


---- ISDN PRA CALL (ORIG) ----
CALL REF # = 4542
BEARER CAP = VOICE
CALL STATE = 8 CONN REQ
CALLING NO = xxxxxxxxx (my number)
CALLED NO = 7771

Looking in the ACD print i find


TYPE ACD
CUST 0
ACDN 771
MWC NO
DSAC NO
MAXP 1
SDNB NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
NCFW 6500
FNCF NO
FORC NO
SPCP NO
OBTN NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT

Which looks like it is routing the 7771 - minus a 7
When i delete this ACDN the 1 800 call routes to the front desk via the console ( which is on NIGHT all the time - just to confuse things!!!!!)

I think it does not get the RAN as it is always routing to 6500 via NCFW in the ACDN 771.

I am not sure which RDB it is coming in on as it has an RDB entery 6 for the 1 800 number but TRACE looks like ROUTE 7 which has NO for IDC.

I would be great ful for any help - thanks.
I do not think this was set up correctly or changed 1 800 provider / route and was monkeyed with to get it to route.

RDB

TYPE RDB
CUST 00
ROUT 6
DES SPRINT800xxx2300
TKTP DID
SAT NO
RCLS EXT
DTRK YES
DGTP PRI
ISDN YES
MODE PRA
IFC D100
SBN NO
PNI 00000
NCNA YES
NCRD NO
ISAR YES
RTN 51
MIN 0
MAX 5
NCOS 0
ADDP NO
DSEL VOD
PTYP PRI
AUTO NO
ICOG ICT
STEP
ACOD 946
TARG 01
BILN NO
OABS
INST
IDC YES
DCNO 3
NDNO 3 *
DEXT NO
DNAM NO
ICIS YES
TIMR ICF 512
OGF 512
EOD 13952
NRD 10112
DDL 70
ODT 4096
RGV 640
FLH 510
GRD 896
SFB 3
NBS 2048
NBL 4096
TFD 0
CDR YES
INC YES
LAST NO
TTA NO
OAL NO
OTL NO
MUS YES
MRT 21
FRL 0 0
FRL 1 0
FRL 2 0
FRL 3 0


PAGE 002

FRL 4 0
FRL 5 0
FRL 6 0
FRL 7 0
TTBL 0
MCTS NO
ALRM NO
ART 0
AACR NO

TYPE RDB
CUST 00
ROUT 7
DES
TKTP WAT
SAT NO
RCLS EXT
DTRK NO
ISDN NO
PTYP ACO
AUTO NO
ICOG OGT
SRCH LIN
STEP
ACOD 87
CPP NO
TARG
OABS
IDC NO
DCNO 0 *
NDNO 0
DEXT NO
TIMR ICF 256
OGF 256
EOD 13952
DSI 34944
NRD 10112
DDL 70
ODT 4096
RGV 640
FLH 510
GRD 896
SFB 3
TFD 0
LEXT 100
SST 3 0
NEDC ETH
FEDC ETH
CPDC NO
SPCT IMM
HOLD 02 02 40
SEIZ 02 02
RGFL 02 02
RVSD 08 31
ILLR 02 02
CDR YES
INC NO
LAST NO
TTA NO
OAL YES
AIA NO
OAN YES
OPD NO


PAGE 003

NATL YES
MUS YES
MRT 21
MANO NO
EQAR NO
FRL 0 0
FRL 1 0
FRL 2 0
FRL 3 0
FRL 4 0
FRL 5 0
FRL 6 0
FRL 7 0
TTBL 0
OHTD NO
ALRM NO
ART 0
AACR NO

 

[tgolds]

What ACD Queue do the agents log into? Print a TN and see the Key 0 ACD number. Then in LD 23 print the ACD DN.

 

[beetleything]

REQ: prt
TYPE: dnb
CUST 0
DN 6500
DATE
PAGE
DES

DN 6500
TYPE ACDN
SUPY ACID 6724 TN 008 0 07 00 KEY 15
ACID 6729 TN 008 0 08 10
ACID 6724 TN 008 0 07 00
ACID 6728 TN 008 0 08 09


NACT
REQ: prt
TYPE: tnb
TN 8 0 7 0
DATE
PAGE
DES

DES RESV
TN 008 0 07 00
TYPE 2216
CDEN 8D
CUST 0
AOM 0
FDN 822
TGAR 1
NCOS 3
RNPG 14
SCI 0
SSU
LNRS 16
XLST 1
CLS CTD FBD WTA LPR PUA MTD FNA HTA ADD
MWA AAD IMD DOS XHD IRD NID OLD VCE DRG1
POD DSX VMD CMSD CCSD SWD LNA CNDA
CFTA SFD MRD DDV CNID
CDMD MCTD CLBD AUTU
DNDD CFXD ARHD FITD CLTD ASCD
ABDD CFHD FICD NAID
DDGA NAMA
USRD ULAD RTDD PGND OCBD FLXD
CPND_LANG ENG
RCO 0
EFD 822
HUNT 822
EHT 822
LHK 11
AST
IAPG 0
AACS NO
ITNA NO
DGRP
MLWU_LANG 0
DNDR 0
KEY 00 ACD 6500 0 6724
SPV
01 TRN
02 NRD
03 MSB
04 SCR 288 0
05 SCR 6565 0 MARP
06 TRN
07
08 PRK
09 CFW 4 0
10 SCR 262 0 MARP
CPND
NAME RES AGENT 1
XPLN 23
DISPLAY_FMT FIRST,LAST
11
12 OBV
13 RNP
14 AO6
15 DWC 6500
DATE 24 APR 2012

TYPE ACD
CUST 0
ACDN 6500
MWC NO
DSAC NO
MAXP 8
SDNB NO
ISAP NO
AACQ NO
RGAI NO
ACAA YES
FRRT 13
FRT 2
SRRT 14
SRT 40
NRRT 13
FROA YES
NCFW 0
FNCF NO
FORC NO
SPCP NO
OBTN NO
CWTH 1
NCWL YES
CWLF 3
CWLW 4
BYTH 0
OVTH 4
TOFT 300
HPQ NO
OVDN 822
IFDN 0
BUSY BSY SRC SRC BSY
AENI YES
OVBU LNK LNK LNK LNK
EMRT
MURT 21

I am wondering if because it routes (or seems to) via an ACD Q - 771 (as it goes to front desk if i remove that ACD Q) that it does not get first ran treatment - FRRT 13 - ....

The agent do not login and out as such - they are are ready for a call NRD (which is busy ) or MSB (which makes it go to nights - NCFW - 0 if all agents are in MSB.

 

[StanleySteamer]

The calls are coming on your DID route 50. The CO is sending 7771 and your IDC table converts that to 771.
You can fix your RAN trouble by programming the ACDN 771 FFRT and SRRT to be the same as ACDN 6500
The RAN treatment is always taken from the original ACDN even if the call is NCFW to another ACDN.
You could also consider changing your IDC to send 7771 directly to 6500.

 

[beetleything]

Ok Thanks.

Route 50 info....

TYPE RDB
CUST 00
ROUT 50
DES ISA-MEGALINK
TKTP ISA
DTRK YES


PAGE 012

DGTP PRI
MODE PRA
IFC D100
SBN YES
PNI 00001
SVRT 10
40
NCRD YES
NSF YES
COTR 10
WATR
CHTY BCH
ICOG IAO
SRCH RRB
TRMB YES
ACOD 9650
TCPP NO
TIMR ICF 256
OGF 256
EOD 4992
NRD 10112
DDL 70
ODT 4096
RGV 640
GRD 896
SFB 3
NBS 2048
NBL 4096
TFD 0

i am not sure IDC is on for RDB 50.
Which IDC would i add 7771 to?
I tried yesterday adding 7771 to 6500 in DCNO 2 but that did not work - sent it to the front desk.
Maybe best to add FRRT in the ACD 771 - all i need it to do is give Agent busy msg when they are all on calls.
Thanks for the replies.

 

[tgolds]

The Ran treatment will only come on if there are logged in agents not avaible at the time. 7771's ACD is only used for the NCFW to forward to 6500. 6500 has no night service for your info. Is the front desk a console? If a number is not programmed most systems have calls automaticlly go to the attendant.
Log in an agent and then make a call to the queue and stay connected with no other agents logged in. Then call in and what happens? Do you at least get music?

 

[StanleySteamer]

Ok sorry. The call is coming in on an ISA route 50 which is using the DID service route 10 (probably 10, could be 40 whichever is TKTP DID).
And yes, the easy way is to change the FRRT and SRRT (also FRT and SRT) for ACD 771. Like I said, it will control the RAN treatment for the calls when they are NCFW to 6500.

 

[beetleything]

Stanley - thanks.

You are correct the DID trunk is 10 and i think it comes in there.
I will try CHG to the ACD771 for FRRT etc and see if that works.
Thanks for the replies.

 

[tgolds]

None of the ACD treatments will do anything for 771 because the agents do not log in to this queue. It is a dummy queue used to forward to the real queue 6500.

 

[StanleySteamer]

tgolds - the RAN treatments are always taken from the "source" ACDN, even if there are no agents or it is in night mode.
So FRRT and SRRT need to be programmed in 771 even if it's a dummy queue.

 

[beetleything]

Yes Stanley you are 100% correct - thanks again.
I added FRRT and SRRT to the ACDN 771 and it worked a treat.