Call Park Revert to DN

[steeviedude]

Hello, have an ongoing issue where by a call parked by a CC6 agent on timeout does not revert to the agent who placed call in park. On the CS1K R5.5 the CPK Bloc has RECA = No. This only happens intermittently and call is sent to the main incoming IVR which is bypassed normally as its an emergency line.
The CDN is acquired by CC6 has a DFDN to a ACD DN. Could it be that Call park try and revert to either of these rather than the Agent DN?

 

[9043]

RECA should be YES to allow unanswered parked call to recall to the person who parked it

 

[steeviedude]

Ah, but in the NTP it states

RECA Recall Attendant
(NO) Unanswered parked calls recall the parking set
YES Unanswered parked calls recall the attendant

 

[StanleySteamer]

Calls parked by an agent are supposed to recall to the ACDN that the agent set is in. So that can be a problem unless you can put each agent set in its own ACDN. Even then the call might go to an overflow DN.

 

[steeviedude]

Thank you Stanley sir...
So to summarise can i assume if the Call park returns call on timeout to the ACDN and all 6 agents under this ACDN are busy or unavailable we believe the call would follow the overflow of NCFW of the ACDN?

 

[StanleySteamer]

Not sure if anything can be assumed when an agent parks a call. NCFW would not come into affect unless all agents were logged out. But a quick test here - parked a call from an agent set then logged out. When the parked call came back it rang continuously in the queue even though there was a NCFW DN. The ACD guide says Call Park Recall won't work for timed overflow either.
Don't know how your calls are getting to your IVR unless by regular overflow by number of calls.

Anyway, Call Park is likely to be a bad idea for agents unless there is only one agent per ACDN.

 

[steeviedude]

Have today done further extensive tests on this and each time calls successfully reverted to the same ACD queue which placed the call into park. No changes made, so not sure where issue has gone now?

 

[TimAbney]

Check out the X11 feature guide book 1 Call Park feature interactions:

Automatic Call Distribution
Calls parked by Automatic Call Distribution (ACD) agents are recalled to the
ACD DN queue and presented to any available agent.