Building brand new ACD sets - LNRS 16

[MikeyTen4]

Hi everyone.

I've been building ACD sets for years, but (confession time)... I typically copy an existing one. I know I'm not supposed to do this really, though I've never (thankfully) had any issues.

I've now come across some ACD sets in a client contact centre which are very untidy and can be problematic, so it seems sensible to rebuild then in a uniform manner. I need to do these from the ground up, which I'm happy and able to do for the most part. But I've noticed on existing sets that one of the values present is "LNRS 16". This doesn't appear on the ACD sets I've built anew, I don't remember any prompt that obviously related to it. I can't manually add it on in the basic fashion (i.e. LD 20 chg, ITEM LNRS 16 or ITEM CLS LRNS 16).

Having looked at other ACD sets on other contact centres I maintain, the same value is on those too. Can someone tell me what it relates to, whether it's absolutely necessary, and how to add and amend it please?

Thanks
Mike

 

[SherWat]

LNRS is last number redial size and the 16 is the default for maximum number of digits
You should be able to set it using ECHG
REQ: chg
TYPE: 1230
TN 248 0 0 8
ECHG yes
ITEM lnrs 16
ITEM
HNT FNA
HNT FNA

 

[StanleySteamer]

you need CLS LNA

 

[MikeyTen4]

Fantastic, thanks very much, I'll give that a try. Having taken the above onboard, I've now noticed LNRS on non-ACD sets too. Obviously not something ACD sets rely on, given that point and your advice, which is good to know.

I'll need to look, but I reckon the sets I created likely have LND rather than LNA, which might be why I couldn't add LNRS to them after creation in the manner SherWat has described (i.e. same as I tried). So, am I right to assume that if LND is set on any sets, then the redial button won't work?

 

[KCFLHRC]

Never do an Easy Change on an ACD Set and make sure they are deacquired before doing any change.

 

[MikeyTen4]

Hi KCFLHRC, thanks for the advice. I always de-acquire them before making changes, no worries there. Though I do use easy change if there's a change to make. I should go through the whole phone to make a change then I guess? I'll bear that in mind, cheers.

 

[KCFLHRC]

Correct, go through the whole phone. Easy Change can cause corruption in the database and then you are in a world of trouble. Just as you shouldn't copy ACD sets, the same rule applies to easy change.