Call diversion in case of NOT busy in BC 11 1

[GandhiII]

Hello,
does anybody know how to implement the following function in BC11:
An external call arrives: If extension A (ACD-group) has at least one member available the call is routed to extension B (IVR-System, asking for some user data) and from there to extension A.
If extension A is busy the caller gets a busy signal, so no costs arise.

I would be grateful for any hint!

 

[UKboy]

SET THE ACD GROUP TO STOP OVERFLOW (DIVERT) when no members are available.

In the UK this is done via digit 3 of the SEL peramiter within the ACD setup.

ACGCP :GRP=...; will print out the values for the ACD group.

to change the peramiters input
ACGCC :GRP=...,SEL=xxxxxxx; copy into the sel peramiters the digits that appeared when you did the above print command, but when you input ths change digit 3 add one to the number of the 3rd digit (from the left). e.g if your print shows that digit 3 is a 0, change it to be a one, if it is a two change it to be a 3. If it is already set to be a 1, then let me know.

By adding a one to the exsiting value you are stating that no overflow is allowed when no agents are available.

ALSO

Remove any queue that you have from the group as this will stop it working to your requirements.

this will not give you 100% of the function you require but it is as close as you are going to get

 

[lalrl]

Your request is not possible with normal MD110-commands. You need something like Solidus eCare. ACD-Group is than defined as CTI-group. The intelligence must be outside MD11ß

lalrl

 

[GandhiII]

Thanks UKboy, though I guess you misunderstood my question. I´m afraid lalrl (thanks!) is right.
Still, I wouldn´t mind if somebody proved him wrong;-)

 

[TBLuk]

Nope, he's 100% correct.

The only (semi) way of doing it would not include the check to see if group A was busy.

The MD110 would just present the call to the group irrespective of wether it was busy or not, and then follow the overflow point if applicable.

Unfortunately for you, there is no "Overflow is permitted when there are plenty of available members" )