Auto Attendant + ACDN help

[OpethBWP]

Ok this is driving me crazy so I am hoping someone can help..

WHAT I AM TRYING TO DO
Create an AA which gives you dial by number if you press option 1 and goes to an ACDN if you press option 2.

WHAT IS WORKING
Pressing option 1 dial by number works fine.
Pression option 2 not so much

IMPORTANT INFO
ACDN 7907
VSID 602
VM EXTENSION 5256

WHAT I HAVE
Inside my VM in Meramil I have press option 1 which does the dial by number via thrudial 108 (THIS WORKS GREAT)
pressing option 2 goes to voicemenu 102 which plays the disclaimer for the ACDN but never routes to it. It just keeps looping the disclaimer.

I have the Revert DN in both cases set to the VM because they want the calls to roll to VM if no one answers

Here is the ACDN

TYPE ACD
CUST 0
ACDN 7907
MWC  NO
DSAC NO
MAXP 20
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
NCFW 5256
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO  NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT 2
HPQ  NO
OCN  NO
OVDN 5256
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
NRAC NO
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR  NO

 

[pcat200]

After pressing 2, going to the voice menu, hearing the disclaimer, does the caller have to press a key to route to the ACDN or is it via the "no response" target? Maybe after the disclaimer you could instruct the caller to press a key that is programmed to call the ACDN.

 

[OpethBWP]

is it via the "no response" target?"


DOH!
That triggered what was causing this problem for me..Freaking staring at screens for like 3 hours we all know how you can miss obvious things right..

Once I defined the hunt via no response (just playing menuagain via delayed) everything worked..


Thanks PCAT!

 

[OpethBWP]

Almost right! =(

Now the hunt group is giving me a your call can not be completed message..I would assume this is because no agents are avail to answer the call but everything looks right in the ACDN above.

 

[OpethBWP]

So i think i have it figured out..

The random issue I am seeing "call can not be compeleted" (not a carrier intercept)could be a result of all my Voice Mail ports being active right?

So if I have 10 ports and 12 calls then those last 2 could get that.

 

[telebub]

What is 5256? It looks like your ACD Q is routing to 5256 after 2 seconds if no one is available (TOFT and OVDN prompts)

 

[OpethBWP]

5256 is our MerMail

 

[pcat200]

I think telebub may be may be headed in the right direction. I would remove the OVDN and TOFT and test again. If all your voicemail ports are busy it should give the caller a continuous ring, unless treated with a RAN. If it is a recording you are hearing and coming from voicemail then you are connected. If all the agents in 7907 are logged out and you call 7907, does it route to the 7907 mailbox?

 

[OpethBWP]

Whats the impact removing OVDN will have on a call coming in when all agents are still on a call?

 

[pcat200]

Since no RAN is defined in the ACD group the callers will probably hear ringing until the call is answered or they hang up. You said it is a random problem, when the call does complete to voicemail when all agents are busy where does the caller end up?

 

[OpethBWP]

when all agents are busy it rolls to the VM for ACDN 7907