ACD queue

[td1031]

How would you program an ACD queue to put calls in queue indefinitely? I do not want the calls to overflow I just want them to go into queue and hear hold music and RAN's until the end of time or an agent is idle....

 

[johnpoole]

just assign no steps past the frrt srrt and the mus route.. there are no defaults that allow a person out of that que... if you just take all the default except the murt and frrt plus those two timers, callers are there forever

john poole
bellsouth business
columbia,sc

 

[td1031]

This is the current ACD it is set to NCFW which is fine if no one is logged into the queue that should be triggered right? They are saying that they here the first announcement then the second and then they are disconnected.

REQ prt
TYPE acd
CUST 0
ACDN 5225

TYPE ACD
CUST 0
ACDN 5225
MWC NO
DSAC NO
MAXP 15
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 22
FRT 6
SRRT 22
SRT 30
NRRT
FROA YES
NCFW 5374
FNCF NO
FORC NO
RTQT 4
RTQO MSB
SPCP NO
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 20
RTPC NO
STIO
TSFT 20
HOML YES
RDNA NO
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 45
RSND 4
FCTH 20
CRQS 100
IVR NO

 

[dlesap]

Your RTQT timer and RTQO option says that if no response from an idle agent, its set turn to MSB and call return to next avaliable agent (if one). If no more agent, call is diverted to 5374

 

[td1031]

I thought the RTQT and RTQO options were okay because I was under the impresion that it would see a phone that was left logged in and disable the phone and return the call to the queue. Sounds like it is forwarding it to 5374 is that because it is invoking the night forward? If so how would I remove that. I would like for it to disabled unattended phones but put the call back into queue for 5225. 5374 isnt an ACD queue it is a line that appears on all the agents phones.

 

[dlesap]

Change RTQO to NRD then ACD set comes to Not ready state. The ACD queue will not automatically close. Change OVDN to 5225 and TOFT to 10

 

[Reusser]

LD 23
Req: Chg
Type: ACD
ACDN: 5225

NCFW; x


Remember though if there is only one agent in que and they don't answer in 4 rings, caller is stuck in que with no agents to go to.

I think you should leave it the way it is and trin your users to use Not Ready and MSB when they are not available and to answer there phone when it rings.

 

[johnpoole]

Remember though if there is only one agent in que and they don't answer in 4 rings, caller is stuck in que with no agents to go to.

as long as that is what you want.. a 0 at RTQT will let that set ring until after the break... i had a que that just answered with music, and we waited.. but it was for telco dispatch, callers (us) had to wait, at times if an agent just lay the headset down we would get auto answer and could hear the group...

john poole
bellsouth business
columbia,sc

 

[td1031]

Why is it disconnecting the caller and not sending them to 5374? At least that is what I am being told.

 

[Reusser]

If call rings to agent and that is last agent in que and logs them out because they did not answer, the que is now in nights but the call does not knwo where to go because it was already in que when it closed.

Also, you mentioned 5374 was a DN on a agent phone - if that agent's phone has MSB activated, calls can not got there.