Call Pilot Queuing

[RFWatts]

Can anyone tell me how to setup queing for calls going to Call Pilot that exceed my port count? I currently have 16 port on a CP 1.07, and occasionally, all of the ports are busy, resulting in the call getting routed to another DN. What I would like to happen is for the call get queued until a port becomes available. I checked the ACD for call pilot, and the CRQS is set to 100, but it still will not queue. How would I go about allowing calls to queue for voice mail?

Thanks in advance for your replies!

 

[sandyml]

What DN are those calls going to? Is it a number you have programmed in your Call Pilot ACD Q? If all is programmed correctly and the system functioning normally, you should be hearing ringback until a port becomes available. You should not have an overflow target programmed, but there should be a NCFW Q programmed for when the Call Pilot is down. Could you post a printout of your programming?

 

[RFWatts]

It's getting routed to a DN of a 3903 phone, but I don't understand why. Where would the DN assignment be done in the ACD queue? Below is the CDN and ACD:



TYPE CDN
CUST 0
CDN 6450
FRRT
SRRT
FROA NO
MURT
DFDN 3099
CEIL 2047
OVFL NO
TDNS NO
RPRT YES
AACQ YES
ASID 17
SFNB 16 17 18 19
USFB
CALB 0 1 2 3 4 5 6 7 8 9 10 11 12
CNTL YES
VSID
HSID
CWTH 1
BYTH 0
OVTH 2047
ACNT

TYPE ACD
CUST 0
ACDN 3099
MWC NO
DSAC NO
MAXP 1
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
NCFW 0
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK BSY
EMRT
MURT
RTPC NO
HOML YES
RDNA NO
ACNT
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO

One thing that I noticed it that the CDN points to the ACD of the Call Pilot ports. I was reading in the Merl doc, and it recommended against that setup. Any help you can provide is greatly appreciated!

 

[sandyml]

You're right, the Call Pilot ACD queue should not be used as the DFDN for the CDN. How is "0" defined for your system? I see that it is the NCFW for that queue 3099. Do you have an attendant console? Is the DN on that phone defined as night service (NIT1 in the customer data block for NIT)for 0? Start with deciding where you want calls to go if Call Pilot is down (such as to the attendant, or some type of RAN). Create a dummy Q that can NCFW to the desired destination or give a night announcement (NRRT) RAN, and make that the DFDN on your CDN (I think you'll need to reboot Call Pilot, though -- the CDN is acquired and your change may not be valid). See if this helps.