ACD

[AdminSL1]

Hello,

I have an option 11C whith an ACD, does it possible to transfert the ACD to an none agent phone when all the agent are in line.

Thank you

 

[x11tech]

Assuming that this is a switch-level ACD group, I think the feature you're looking for is overflow.

You should look at the ACD queue settings... without looking at the documentation, I believe it's OVDN and OVTH (overflow DN and overflow threshhold)

The OVTH is in seconds. The OVDN is another extension to which you want the caller sent to when the overflow threshhold is reached.

What I forget at the moment is whether OVTH is measured from the time it enters the queue (which is what I think it is) or if its measured from the time all agents go busy...



If it's a CCR, Symposium or Contact Center environment, this has to be scripted. The scripting mnemonic is ROUTE TO <dn> and you would use it within an IF statement to check if the AVAILABLE AGENTS = 0.


I'd also recommend not sending every call in queue immediately to an external number unless that number is voicemail and the goal is to ask them to leave a message and then disconnect them. If the OVDN is a phone somewhere in the building then instead of properly using your ACD environment, you're just dumping all of the overflow on to some poor schmuck who will never be able to give those overflow customers proper service.

 

[AdminSL1]

I have SCH0707 when I enter a dn at OVDN

 

[x11tech]

checking... this post is just to let you know I'm investigating this in real time.

 

[acewarlock]

SCH0707 DN conflicts with existing number.

OVDN x...x x...x x...x Overflow Directory Number(s)


You can have more than 1 Overflow DN




This is a Signature and not part of the answer, it appears on every reply.

This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.

 

[x11tech]

SCH0707 says that there is a DN conflict with the number provided. After looking up the documentation, it looks like the OVDN is supposed to be an ACDDN.

OVDN x...x x...x x...x acdb-1
Overflow ACD Directory Number(s) (maximum of
three responses)
Up to 4 digits, up to 7 digits with Directory
Number Expansion (DNXP) package 150.
X To remove ALL OVDNs for the ACD DN
Xxxxx To delete a specific DN.
Any new entry replaces the old data. The Overflow
DN cannot be a CDN.

Automatic Overflow (Advanced)
Automatic Overflow enables incoming ACD calls to be diverted from the call
queue in which they would normally be placed (source queue) to another
queue (target queue) during busy periods. Up to three target queues can
be designated for each source queue. The target queue that meets the
requirements for Overflow (the queue is not handling a volume of calls that
exceeds a predefined busy threshold) is selected as the queue to which
incoming calls are redirected. Overflow does not occur unless at least
one of the Overflow queues meets these requirements. The situation is
evaluated for each new incoming call.
Automatic Overflow applies only to new calls attempting to enter a queue;
calls already in the queue are not transferred to a target queue. Priority
calls that are overflowed to another queue retain their priority status in the
target queue. The various treatments (such as RAN and Music) specified
for the source queue remain in effect for each call, even though the call is
placed in the target queue.
Three threshold levels must be established for each ACD DN involved in
Automatic Overflow:

• CWTH = Calls Waiting Threshold
• BYTH = Busy Threshold
• OVTH = Overflow Threshold

The threshold levels are configured for each ACD DN during installation and
can be modified by service change or load management.
The first threshold (CWTH) is for lamp status only.
When the second threshold (BYTH) is met or exceeded, the queue is busy.
This queue cannot accept any calls attempting to overflow from other
queues.
When the third threshold (OVTH) is met or exceeded, the queue is in an
Overflow state. The next new call into the queue attempts to overflow.
For a complete discussion of lamp states, see "Calls Waiting Indication
key (AWC) (Basic)" (page 32) and "Calls Waiting Indication key (AWC)
(Advanced)" (page 32), or "Display Waiting Calls (DWC) key (Basic)" (page
33) and "Display Waiting Calls (DWC) key (Advanced)" (page 34).
The system checks the Overflow queues one at a time. The first queue
operating below the BYTH is selected as the target queue. The call is
then placed in the target queue and does not return to the source queue.
Selection of a target queue is performed for each new call coming into the
source queue. Thus, if a target queue meets or exceeds the BYTH, then
another queue is checked as a target queue. If an available target queue is
not found, the call is placed in its source queue.
Source and target queues must be within the same ACD customer, unless
Network ACD (NACD) is enabled. NACD uses timed overflow rather than
automatic overflow.
A physical telephone must exist and be in the Not Ready state for the
Automatic Overflow decision process illustrated in Figure 4 "Automatic
Overflow decision process" (page 166).

Originally I would have recommended programming an ACDDN with a NCFW to your destination and pointing the OVDN to it... but after reading up further on the ACD Fundamentals, it looks like before performing an Overflow it checks the destination ACDDN to verify that someone is logged in. If no one is logged in, then it probably won't allow you to overflow to the ACDDN.

I'll check with a coworker of mine for ideas.

 

[x11tech]

Ok, the only way that you can forward to a non-ACDDN is using Interflow, the problem is that Interflow requires supervisor intervention (use of an EIN key).

You could forward to an ACDDN that goes to voicemail, and from voicemail you could auto-forward to another DN without announcement.