Basic ACD Question

[DisasterMaster]

Does anyone know how to set a limit on the number of calls that are on hold in a basic ACD queue and then make any new calls that come into the group go to a voice mailbox?

 

[PERRYPJ]

MO WAY

OLD ROLMEN WORKING ON NORTELS AND AVAYA

 

[PERRYPJ]

SORRY THAT IS NO WAY

OLD ROLMEN WORKING ON NORTELS AND AVAYA

 

[DisasterMaster]

That doesn't sound good.

Can you give a call example where the following parameters would come into play?
BYTH
OVTH
OVDN
IFDN

 

[StanleySteamer]

what kind of voice mail?

 

[nortelvet]

You should be able to use the interflow feature, you will need to check the documentation to ensure it is what you want, however if you enable automatic interflow, from above, using the IFDN and OVTH should extend the call to another number after a set number of callers are waiting, which could be a message service.

 

[DisasterMaster]

My voicemail is CallPilot. I simply want to make new calls to go to voicemail when I have 5 callers waiting in queue. I will try IFDN. Thank you.

 

[StanleySteamer]

The trick is to make your OVDN the ACDN that the CallPilot channels are programmed in. You cannot use the CallPilot CDN.
Print the TN of a CallPilot channel to find which ACDN they are using. Then try that as your OVDN.

 

[DisasterMaster]

Using a callpilot ACDN channel returns a ring no answer.

 

[StanleySteamer]

Post a TNB of the ACDN for your call center and also a TNB of a CallPilot channel

 

[DisasterMaster]

ACDN 7659
MWC NO
DSAC NO
MAXP 20
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA YES
FRRT 13
FRT 10
SRRT
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 6942
FNCF NO
FORC NO
RTQT 0
SPCP YES
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 5
OVTH 10
TOFT NONE
HPQ NO
OCN NO
OVDN 2900
IFDN
OVBU BSY BSY LNK BSY
EMRT
MURT 30
RTPC NO
STIO 15
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 0
CWNT NONE


CallPilot
TYPE 2008
CDEN 8D
CTYP XDLC
CUST 0
ERL 0
FDN
TGAR 1
LDN NO
NCOS 5
SGRP 0
RNPG 0
SCI 0
SSU
XLST
SCPW
CLS CTD FBD WTA LPR MTD FND HTD ADD HFD
MWD LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD MMA SLKD CCSD SWD LND CNDD
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD CNTD CLTD ASCD
CPFD CPTD 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 MCDD T87D PKCH
CPND_LANG ENG
HUNT
PLEV 02
DANI NO
SPID NONE
AST
IAPG 0
AACS YES
ACQ AS: TN
ASID 16
SFNB 1 2 3 5 6 9 10 11 12 13 15 16 17 18 19 21 22 23
SFRB
USFB 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
CALB 0 1 2 3 4 5 6 7 8 9 10 11 12
FCTB
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
DNDR 0
KEY 00 ACD 2900 8 2801
AGN
01 SCN 2901 8 MARP
CPND
NAME CALLPILOT
XPLN 27
DISPLAY_FMT FIRST,LAST
02 MSB
03 NRD
04 TRN
05 AO3
06
07
DATE 5 MAY 2011

 

[StanleySteamer]

Okay, it's been a while since I worked on basic ACD but I think your OVTH 10 means calls will not overflow until there are 10 calls in the queue. Try changing OVTH to 0 so that all calls will overflow if all the agents are busy.

Also remember you will need to put 7659 in CallPilot as an SDN if you haven't already.