ACD Timed Overflow

[mendi44]

Does anyone know why I can't get calls to overflow with the follwing setup?

TYPE ACD
CUST 0
ACDN 82005
MWC NO
DSAC NO
MAXP 4
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA YES
FRRT 41
FRT 2
SRRT 42
SRT 30
NRRT 40
FROA NO
NCFW
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 0
NCWL NO
BYTH 0
OVTH 100
TOFT 30
HPQ NO
OCN NO
OVDN 7770
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 45
RTPC NO
STIO
TSFT 20
HOML YES
RDNA NO
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 5
CWNT NONE

 

[Triton101]

I think you can only over flow to another ACD queue (that is open and manned), is 7770 and acd queue that is manned ?

 

[johnpoole]

as posted if 7770 is an acd with agents idle, it should go. ifdn is for non acd.. are those 4 agents 3905's or 2216's? homl yes?

john poole
bellsouth business
columbia,sc

 

[johnpoole]

ovdn and ifdn if at least one agent is logged in.. if not ncfw works

john poole
bellsouth business
columbia,sc

 

[mendi44]

7770 is our voicemail acd group we were using this just to see if it would work the way we want.

 

[mendi44]

What we are trying to get to is send calls to and ACD queue that will be ncfw to an outside number after 3 minutes, we are using this to test before changing the real queue.

 

[trvlr1]

Its been a long time since I messed with ACD set ups, but ...
OVTH is the number of callers in queue before the call over flows. You have 100 callers noted so the 101st would overflow. I believe this works with the OVDN setting.
TOFT works as a timer with IFDN and it looks like you have it set for 30 seconds, but it isn't being sent any where, IFDN is blank.
I know there are rules about entering the information too, I think you have to delete both entries and change them both together, changing one or the other has no effect, even though the expected dn or time ect shows in the print out. I have also seen it in really bad examples where the whole ACD needs to be outed and rebuilt to correct corruptions in the data base.

Like I said it has been years, but this is something you might want to try.

 

[x11tech]

You will not be able to use OVDN to route calls offsite by way of NCFW. You can route calls offsite if you can get your voicemail to pick up the call. However, the increased load on your voicemail ports may impact existing applications (such as users calling to retrieve or leave voicemail.) This topic was previously discussed here.

 

[MossEng]

With Your Setup Calls should Overflow after 30 Secs
as TOFT 30 (Timed Overflow Timer), to the OVDN 7770 regardless of calls in queue, as this is Timed Overflow, not Overflow by number. 7770 as previously mentioned must be an open ACD queue (not a CDN), If its not working check
the Call Request Queue Size (CRQS) on the Target Queue (7770), if its set to 0 the Queue will not accept Timed Overflow Calls, so change it to the default 100.

 

[mendi44]

Yep we got it to work to another queue we set up. However we discovered the hard way that we still will not be able to use this procedure to send the call to a queue that is ncfw to an external number, we will either have to set up an application in callpilot or use interflow. Thanks for the input.