ACD set shows busy when on personal DN and won't receive ACD calls

[Nahart]

ACD set shows busy when on personal DN and won't receive ACD calls. I have a CS1000 and a Symposium Express. Using M3904's. Can't I have personal DN active and still receive ACD calls?

 

[trvlr1]

Check the settings for AST, the entries there define the keys the system monitors, not allowing the call to go through if you have activity. Remove the entry that corresponds to the DN and try that. Ours are set to look at both and not present if calls are in progress so I have never tried it the other way, but I think it should be a sound idea

 

[Nahart]

Thanks,

I'll try that.

 

[GHTROUT]

On a related note, the LD23 SDNB prompt blocks calls to the personal DN while on an ACD call. But that's the opposite of what the poster writes as the problem. Just thought I'd add that to the thread.




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[Nahart]

You are right, that's exactly opposite of my problem. Also, AST (associated Set) is not populated in any prompts of any Loads it appears in. I'm back to square 1.

 

[trvlr1]

Have you looked at the phone programming? Should be there.

 

[trvlr1]

I guess this could depend on the software programming of the system you are using, symposium, outbound dialers etc, so you are probably right on AST, newer software may not rely on it as much if at all. Sorry to mislead you!

 

[Nahart]

I am using Symposium Express, so it's pretty basic and Wizard Driven. There aren't many options available. I'll probably have to get with Nortel.

Thanks

 

[nhphoneguy]

Checkout the ACAA prompt. If the agent is aware of calls in queue, you can be presented an acd call if you put the dn call on hold.

 

[Nahart]

I changed ACAA to yes. That's in the right direction. If the calltaker is aware of calls waiting, they can go on hold and start receiving calls. That's an improvement, but I'd still like the calltaker to receive calls while on a personal DN.

 

[jeanvaljean]

You got the best answer from "nhphoneguy" as far as setting the ACAA to Yes to allow the agent to put the DN call on hold and answer the ACD call. I'm fairly certain that that's the only way it works, ACD calls are only presented to idle sets, or, as above, sets with DN call on hold.

Valjean