ACD

[scarlett1969]

We recently upgraded our voicemail system from Meridian Mail to Call Pilot. I have/had an ACD 53828 that is set up to route to voicemail if callers stay in the queue for 180 seconds. Since we upgraded to Call Pilot, this hasn't been working. I now know why. The OVDN can not be a CDN. Our call pilot access number 53777 is now programmed as a CDN. I also know that time overflow does not occur if calls to a source acd is in night serivce or the target queue is in night serivce. How can I route the calls that have been holding for 180 seconds to voicemail?


TYPE ACD
CUST 0
ACDN 53828
MWC NO
DSAC NO
MAXP 15
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 12
FRT 18
SRRT 12
SRT 30
NRRT
FROA YES
CALP POS
ICDD NO
NCFW 53777
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL YES
CWLF 4
CWLW 8
BYTH 0
OVTH 2047
TOFT 180
HPQ NO
OCN NO
OVDN 53777
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 19
RTPC NO
HOML NO
RDNA NO
LABEL_KEY0 NO
ACNT
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 0
CWNT NONE

 

[phonz1]

build a phantom and dcfw it to the acd

 

[scarlett1969]

I tried that. I built a phantom analog station and I dcfw to voicemail 53777. Nothing happened. I just stayed in the queue holding until I hung up.

 

[phonz1]

just guessing but chg the ovdn to something else and then test?

 

[rpneal44]

Overflow can only target another ACD Q. Try using Interflow. it will let you target any DN in the system. I notice you've got your BYTH set at zero, so that could be an issue in this case. Perhaps set up a "dummy Q with a 2008 in a closet in Not Ready that would Interflow to your CP and have your Source ACD Q TOF to it.

 

[Pir8Radio]

Maybe i dont understand, but couldnt you just build another ACD with with NCFW to 53777 and overflow to that acd?

 

[bigindian65]

OVDN would have to be active, not ncfw

Mato' Was'aka

 

[scarlett1969]

Ok. I set up this dummy q to play with (52777). So this is the source acd. I changed the BYTH. I set my TOF to 10 seconds.

TYPE ACD
CUST 0
ACDN 52777
MWC NO
DSAC NO
MAXP 4
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 12
FRT 18
SRRT 12
SRT 30
NRRT
FROA YES
CALP POS
ICDD NO
NCFW 42004
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL YES
CWLF 4
CWLW 8
BYTH 1
OVTH 2047
TOFT 10
HPQ NO
OCN NO
OVDN 42004
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 19
RTPC NO
HOML YES
RDNA NO
LABEL_KEY0 NO
ACNT
NRAC NO
DAL NO
RPRT NO
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 0
CWNT NONE

I set up another dummy q with a m2616 in the not ready state.
TYPE ACD
CUST 0
ACDN 42004
MWC NO
DSAC NO
MAXP 2
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 53777
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 1
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN 53777
BUSY BSY BSY SRC BSY
AENI NO
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
HOML YES
RDNA NO
LABEL_KEY0 NO
ACNT
NRAC NO
DAL NO
RPRT NO
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 5
CWNT NONE
DES TELCO
TN 104 0 04 06
TYPE 2616
CDEN 8D
CTYP XDLC
CUST 0
AOM 0
FDN 53777
TGAR 1
LDN NO
NCOS 3
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
SCPW 1234
CLS CTD FBD WTA LPR MTD FND HTD TDD HFA
MWD LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDA CFXD ARHD FITD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
CDMR
CPND_LANG ENG
HUNT 53777
LHK 4
PLEV 02
CSDN
SPID NONE
AST
IAPG 0
AACS NO
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 42004 0 7778
AGN
01 NRD
02 MSB
03 MCN 54498 0
CPND
NAME T. GRIFFIN/TELECOM ANALYST
XPLN 26
DISPLAY_FMT FIRST,LAST
04 MCN 54498 0
CPND
NAME T. GRIFFIN/TELECOM ANALYST
XPLN 26
DISPLAY_FMT FIRST,LAST
05 MCN 57777 0
CPND
NAME TRACY GRIFFIN/TELECOM
XPLN 21
DISPLAY_FMT FIRST,LAST
06 MCN 57722 0
CPND
NAME TRACY GRIFFIN/TELECOM
XPLN 21
DISPLAY_FMT FIRST,LAST
07
08 TRN
09 AO6
10
11 PRK
12
13 CFW 5 53777
14
15
DATE 26 AUG 2008


I made sure my phone is in not ready, when I hit my not ready key, my call is routing at that time but as soon as I put it back on not ready, my call goes back into the queue. It never goes to voicemail.
I just stay in the queue until I hang up. I also tried deleting the ovdn on the source queue 52777 and making that ifdn 42004 and I just sit in the queue.
Did I forget to do something?

 

[scarlett1969]

Maybe i dont understand, but couldnt you just build another ACD with with NCFW to 53777 and overflow to that acd?

To answer the above question, unfortunately no. Time overflow(TOF) does not occur during the following conditions:
calls to a source ACD DN in night serivce or when the target queue is in night service.

 

[MossEng]

To get interflow to work, you need to remove all OVDN entries set IFDN to the required Callpilot number which you appear to have done. But you also need to set OVTH (Overflow by Number Threshold) to 0, and AENI ( Auto Enable Interflow )to Yes.

This will cause all calls when an agent is not available, to go to CallPilot.

 

[scarlett1969]

Ok. I change the IFDN on the source ACD to the call pilot number and change the OVTH and AENI on the source ACD DN? Like below?
That just sent my call directly to voicemail even though I have an agent logged in. So that must not be what you meant for me to do.

ACDN 52777
MWC NO
DSAC NO
MAXP 4
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 12
FRT 18
SRRT 12
SRT 30
NRRT
FROA YES
CALP POS
ICDD NO
NCFW 53777
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL YES
CWLF 4
CWLW 8
BYTH 1
OVTH 0
TOFT 30
HPQ NO
OCN NO
OVDN
IFDN 53777
BUSY BSY BSY SRC BSY
AENI YES
OVBU LNK LNK LNK LNK
EMRT
MURT 19
RTPC NO
HOML YES
RDNA NO
LABEL_KEY0 NO
ACNT
NRAC NO
DAL NO
RPRT NO
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 0
CWNT NONE

I changed the source ACD back and then changed ACD 42004 to the options you suggested but my test call just stays in the original queue 52777. My phone in the ACD queue 42004 is logged out. The moment I log in on the phone , my call goes to the phone. As long as I am logged out my call is just staying in queue 52777. Did I do something wrong? My acds are set up as follows:

TYPE ACD
CUST 0
ACDN 52777
MWC NO
DSAC NO
MAXP 4
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 12
FRT 18
SRRT 12
SRT 30
NRRT
FROA YES
CALP POS
ICDD NO
NCFW 53777
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL YES
CWLF 4
CWLW 8
BYTH 1
OVTH 2047
TOFT 30
HPQ NO
OCN NO
OVDN 42004
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 19
RTPC NO
HOML YES
RDNA NO
LABEL_KEY0 NO
ACNT
NRAC NO
DAL NO
RPRT NO
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 0
CWNT NONE


TYPE ACD
CUST 0
ACDN 42004
MWC NO
DSAC NO
MAXP 2
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 53777
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 1
OVTH 0
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN 53777
BUSY BSY BSY SRC BSY
AENI YES
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
HOML YES
RDNA NO
LABEL_KEY0 NO
ACNT
NRAC NO
DAL NO
RPRT NO
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 5
CWNT NONE

 

[johnpoole]

i would think that ifdn to a station rcfw would work

john poole
bellsouth business
columbia,sc

 

[scarlett1969]

Ok. I tried the following and I just stay in the queue 52777. I can call 42007 and I go directly into the mailbox that I need but when I call the acd directly 52777, I am just sit in the queue until I hang up.

TYPE ACD
CUST 0
ACDN 42004
MWC NO
DSAC NO
MAXP 2
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 53777
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 1
OVTH 0
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN 42007
BUSY BSY BSY SRC BSY
AENI YES
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
HOML YES
RDNA NO
LABEL_KEY0 NO
ACNT
NRAC NO
DAL NO
RPRT NO
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 5
CWNT NONE

DES INTERC
TN 120 0 15 09 PHANTOM
TYPE 500
CDEN 4D
CUST 0
WRLS NO
DN 42007 0 MARP
AST NO
IAPG 0
HUNT
TGAR 1
LDN NO
NCOS 3
SGRP 0
RNPG 0
XLST
SCI 0
SCPW
CLS CTD DTN FBD XFD WTA THFD FND HTD ONS
LPR XRD AGRD CWD SWD MWD RMMD SMWD LPD XHD SLKD CCSD LND TVD
CFTD SFD MRD C6D CNID CLBD AUTU
ICDD CDMD LLCN EHTD MCTD
GPUD DPUD CFXD ARHD OVDD AGTD CLTD LDTD ASCD
MBXD CPFA CPTA DDGA NAMA MIND
MCRD
EXR0 SHL ABDD CFHD DNDY DNO3
CWND USMD USRD BNRD OCBD RTDD RBDD RBHD FAXD CNUD CNAD PGND FTTC
CDMR
PLEV 02
CSDN
AACS NO
MLWU_LANG 0
FTR DCFW 8 53777
DATE 27 AUG 2008

I also tried the following and I just stay in the queue 52777 never routing to voicemail after the 30 seconds.

TYPE ACD
CUST 0
ACDN 52777
MWC NO
DSAC NO
MAXP 4
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 12
FRT 18
SRRT 12
SRT 30
NRRT
FROA YES
CALP POS
ICDD NO
NCFW 53777
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL YES
CWLF 4
CWLW 8
BYTH 1
OVTH 2047
TOFT 30
HPQ NO
OCN NO
OVDN
IFDN 42007
BUSY BSY BSY SRC BSY
AENI YES
OVBU LNK LNK LNK LNK
EMRT
MURT 19
RTPC NO
HOML YES
RDNA NO
LABEL_KEY0 NO
ACNT
NRAC NO
DAL NO
RPRT NO
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 0
CWNT NONE

 

[MossEng]

What should happen, is if an agent is logged in idle, they will get the call, but if there are no idle agents ( on ACD calls or in NotReady ) the call will follow the IFDN. Don't forget Overflow by number and interflow, work on the state of the queue when the call enters the queue, so once a call is queuing it will remain queuing. So if your agent is in NRD then the call goes to Voicemail, if their idle they get the call.

 

[scarlett1969]

I have an ACD queue with three agents. Sometimes their calls last a minute of two because they are scheduling patients. They want a call to route to their voicemail if and only if they remain in queue for 3 minutes. Is this possible?
It used to work when our voicemail access number 53777 was programmed as an acd and the ovdn was 53777 and the TOFT was set to 180. After we upgraded to call pilot and our voicemail number 53777 changed from an ACD to a CDN, the routing to voicemail after 3 minutes stop (OVDN cannot be a CDN). So how do I set it up for calls that have been holding in the queue to route to voicemail after 3 minutes?

 

[MossEng]

I don't think it can, without upgrading to Symposium/Contact Centre, IFDN was your best option, without taking that drastic/expensive step. The only other option I can think of is, did they physically remove the Meridian Mail hardware, if not it would be possible to have Meridian Mail running in parallel with you callpilot, just providing Announcements for your ACD Queue.

 

[scarlett1969]

No, we removed the meridian mail hardware/card cage. We installed a new network group in the cabient where it was located.

So I programmed the IFDN feature correctly?

 

[rpneal44]

Call comes into Q 52777, which is set to TOF to Q42004. Obviously there needs to be a test phone assigned to Q52777 in NRDY to simulate a queued call. Then the caller TOFs to Q42004. This queue should have BYTH=0, IFDN=53777, and AENI=yes. There must also be a set logged into this Q AND in NRDY. The calls should pass right thru to CP. (that's the intent, any way)

 

[MossEng]

You had set up Interflow correctly, BYTH has nothing to do with it, it is used to limit calls overflowing into a queue, OVTH controls Overflowing out based on number of queuing calls. However as you are after Overflow based on time TOF ( 3 Mins ), this only uses the OVDN entries not the IFDN, So I cannot see a non Symposium/Contact Centre solution.

 

[scarlett1969]

Since we just upgraded alot of the stuff we have, I know we won't be buying anything new in the near future.

Thank you for your time.