ACD to overflow to VM when idle agents do not answer

[Stacyjo4]

I need this ACD queue to forward to X4400 (voicemail) when a call comes in and no agents answer it. Some agents are logged in, some are logged out and some are busy on outbound calls. Right now you receive a busy tone and disconnect after about 15 rings. Any help would be greatly appreciated! Thanks
Please let me know if you need any additional info.

Here is the ACD printout


TYPE ACD
CUST 0
ACDN 4396
MWC NO
DSAC NO
MAXP 25
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
NCFW 4400 (this is the voicemail DN)
FNCF NO
FORC NO
RTQT 3
RTQO NRD
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 1000
TOFT 10
HPQ NO
OCN NO
OVDN 4300
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
STIO
TSFT 20
HOML YES
RDNA NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO

 

[RFWatts]

It looks like your are using some kind of reporting platform. Do you have Symposium on your system? If so, you can set up a timed overflow to route to a number (voicemail). You will need to create a mailbox with the DN of the DNIS that routes to that ACD. This is of course if you have Symposium.

Hope this helps.

 

[chaosnla]

IF YOUR LOOKING TO LOG OUT AN AGENT WHEN THEY DON'T ANSWER THE INCOMING ACD CALL THEN YOU NEED TO LOOK AT THESE TWO PROMPTS. RTQO AND RTQT... OR THE OVERFLOW DN. AND MILBX AS EXPLAINED FROM RFWATTS

 

[Stacyjo4]

I am not using symposium so I can't change the routing that way. Do you know what my RTQT, etc. prompts should be. The system will not allow me to put the VM ext. at the OVDN prompt.

 

[acewarlock]

You can creat a new ACD with 1 MAXP and NCFW to VM, then set OVDN to the new ACD DN

 

[chaosnla]

RTQO RETURN TO Q OPTS HERE ARE. "NRD" OR "MSB"
RTQT IS A NO OF RING CYCLES...TRY 20 IF THERE NOT AT THEY'RE DESK YOU DON'T WANT IT RINGING TO LONG. 10 TO 15 MAY BE OK TOO! IF YOU REALLY WANT THIS GOING TO MAIL INSTEAD OF BACK INTO THE Q IT CAME FROM LET ME KNOW.

 

[Stacyjo4]

Yes they want it to go to voicemail after about 5 or 6 rings.

Right now I have set the OVDN to an ACDN with no agents that NCFWs to voicemail. The only difference I see right now is that the call rings and rings until the telco provider gives the whole "your party does not answer.." message.

I am going to try to adjust the RTQT and RTQO prompts now...

 

[chaosnla]

LOOKS LIKE YOU NEED TO UTILIZE BOTH THE OVDN (THE WAY YOU HAVE IT) AND RTQT AND RTQO (LOGS AGNT OUT WHEN NO ANSWER)

THIS IS THE WAY IT WILL WORK

CALL COMES IN.....ALL AGENTS BUSY (THIS WILL CAUSE THE OVERFLOW TO KICK IN,,,,,,,

IF AN AGENT FAILS TO ANSWER THE CALL(THE RTQT,RTQO BSY'S THE PHONE OUT), THEN GOES BACK INTO Q, IT WILL ONLY GO TO VMAIL WHEN THE TIMER FOR OVDN REACHES IT'S THRESHLD. THE PROMPTS RTQT, RTQO DOT NOT...EVER...SEND ANYTHING TO MAIL.

 

[Reusser]

What you are asking to do is overflow using timed overflow after 5 to 6 rings or 25 to 30 seconds. You can do this only if voice mail DN is an active acd que. It sounds as if it is not since you can not enter the voicemail dn at the OVDN prompt.


There is a couple workarounds

1. use interflow - set ifdn to 4400 and AENI to yes
Set OVTH to 0 or 1 (this is the number of calls that can be in que - the next call will go to interflow. If you set to number greater to 1, one caller will remain in que until they are answered or hang up)

2. Setup an ACD que and add one agent and put them in not ready. In the new ACD que set interflow to voice mail just as step 1 but with OVTH set to 0. Set OVDN in existing que to new que and set TOFT to 25 or 30

 

[Stacyjo4]

Thanks for all your help so far. I am going to post the printout of my ACDN as it is right now. I have changed and adjusted and all that good stuff, but it still just rings and rings and rings until SWB gives me the "your party is not answering" message.

**My OVDN is an ACDN with MAXP of 1 and no actual agents that NCFWs to voicemail. I am thinking it won't overflow because there are no available agents in my overflow group, but I am not sure how to get around that.

**Question - if the RTQT is set for 3 - does that mean 3 rings or 3 seconds or what?


TYPE ACD
CUST 0
ACDN 4396
MWC NO
DSAC NO
MAXP 25
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
NCFW 4400 (voicemail DN)
FNCF NO
FORC NO
RTQT 3
RTQO MSB
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2
TOFT 2
HPQ NO
OCN NO
OVDN 36400 (ACDN w/ no agents that NCFWs to Voicemail)
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
STIO
TSFT 20
HOML YES
RDNA NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO

Thanks Again
Stacy

 

[Reusser]

your queue will not overflow to a que without an agent.

RTQT is number of ring cycles

 

[Stacyjo4]

OK - I set the IFDN to Voicemail, said yes to AENI and set the OVTH to 0. With all the sets logged out except one the call is presented to the idle set, rings 3 times, the set goes into MSB and the call hunts elsewhere. However, not only does it not go to voicemail, but it never goes anywhere, just rings and rings and rings. There are no other sets in this queue that are logged in. The next call that comes in goes directly to voicemail because all the sets are logged out or in MSB and the queue follows the NCFW.

I realize that this wouldn't be an issue if the users were using ACD correctly, but unfortunately there's nothing I can do about that! ;-)

 

[acewarlock]

Right now I have set the OVDN to an ACDN with no agents that NCFWs to voicemail. The only difference I see right now is that the call rings and rings until the telco provider gives the whole "your party does not answer.." message


You must have at least 1 agent defined (MAXP 1)

 

[Reusser]

Stacyjo4 - you cannot have the acd que logging out your que - you need to train your agents to logout when they are done for the day or not ready for breaks etc. The RTQ is not ment to replace that function. When a call comes into que and rings to a set it has aready missed the OVTH prompt and will never follow even though the next call will becouse now the que in in night service.

hope that helps

 

[Stacyjo4]

Thanks so much for your help. I know that things would work so much better if the agents would use the ACD correctly, but my customer is having a lot of trouble getting them to. Anyway, I was just basically looking for a work around to keep them from losing so many calls - oh well, you can't win 'em all!