ACD

[NewbieAtIt]

We have a Meridian Option 11 C mini. I have an acd queue setup and agents are logged in. When I call the DN the call goes directly to the on-hold message. I know they do not have their phones set to MSB.

It's not happening all the time though.

I was wondering if someone had some thoughts on where I could start researching this problem.

Thanks in advance,
Laura

 

[SwitchWitch]

Print out the ACDN information.

 

[NewbieAtIt]

REQ prt
TYPE acd
CUST 0
ACDN 3908

TYPE ACD
CUST 0
ACDN 3908
MWC NO
DSAC NO
MAXP 20
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI YES
ACAA NO
FRRT 5
FRT 6
SRRT 6
SRT 30
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 3906
FNCF NO
FORC NO
RTQT 0
SPCP YES
OBTN NO
RAO NO
CWTH 1
NCWL YES
CWLF 2
CWLW 4
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 4
RTPC NO
STIO
TSFT 20
HOML NO
RDNA NO
LABEL_KEY0 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

MEM AVAIL: (U/P): 655276 USED U P: 342594 67089 TOT: 1064959
DISK RECS AVAIL: 1152
ACD DNS AVAIL: 292 USED: 8 TOT: 300
REQ

 

[johnpoole]

i would build a script that did a stat on all acd sets... i have never had a call follow the wronge path.. so unless the agents are either nr or msb.. ?

john poole
bellsouth business
columbia,sc

 

[NewbieAtIt]

Thanks!
When I do a stat on a tn, what's the diff between these 3.

IDLE (3904 MSB)
IDLE (3904 LOG OUT)
IDLE (3904 MSB LOG OUT)

I'm afraid calls may be being sent to a phone that no one
is sitting at.

I found out that they are not logging out at night, just doing NREADY.

Thanks
Laura

 

[bigindian65]

first has msb light on key
nothing light, true log out
true logout - msb light from double or triple tap.
NRD will not receive a call, but will not close queue.

 

[NewbieAtIt]

Thanks,
Is there a way to see how many calls are in the queue?

Is there a LD I can use? The queue I want to monitor
is off-site.

Thanks

 

[SwitchWitch]

1. Print out DN for queue.
2. LD 80 and trace each TN to get status.

Example:
LD 80
TRAC 40 0 12 12

System will show if user is on a call and/or the status of their queue line.

 

[NewbieAtIt]

Thanks!
Laura