Call Queues just ringing when all agents are logged out or busy

[justiceo]

Hello Everybody,

I am running an Option 11c with one Miran RAN announcement card. I can dial directly to the access code for the announcement and music on hold when I am using a phone that has TGAR 0. Music on hold works fine when a call is held but when you transfer someone to a call queue it just rings and rings until an agent becomes available and takes the call. How can I get the queue to answer the call and play the announcement and music while the customer is waiting?

Here is my ACDN configuration

TYPE ACD
CUST 0
ACDN 4000
MWC NO
DSAC NO
MAXP 25
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 5
FRT 2
SRRT
NRRT
FROA YES
NCFW
FNCF
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL YES
CWLF 1
CWLW 2
BYTH 2
OVTH 2
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK
EMRT
MURT 3
RTPC NO
HOML NO
RDNA YES
ACNT
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
CWNT NONE

Here are the routes defined:

//music on hold

TYPE RDB
CUST 0
DMOD
ROUT 3
DES MUSIC
TKTP MUS
ICOG OGT
SRCH LIN
STEP
BDCT YES
ACOD 3
TARG 01
CLEN 1
OABS
TIMR
ICF 512
OGF 512
EOD 4096
DSI 34944
NRD 10112
DDL 70
ODT 4096
RGV 640
GRD 896
SFB 3
TFD 0
SST 5 0
NEDC ETH
FEDC ORG
HOLD 02 02 40
SEIZ 02 02
RGFL 02 02
CDR NO
MUS NO
TTBL 0
OHTD NO
ALRM NO
SGRP 0
AACR NO

//RAN

TYPE RDB
CUST 0
DMOD
ROUT 5
DES MIRAN1
TKTP RAN
RTYP AUD
GRD IDLE
REP 1
POST DIS
STRT DDL
WAIT RGB
BDCT YES
ASUP CO
ACOD 5
TARG 01
CDR NO
RACD NO
MUS NO
TTBL 0
OHTD NO
ALRM NO
SGRP 0
AACR NO

 

[Sennback]

This is s suggestion only. I didn't exactly understand what you ment, but take away the targ 01 value.
Take it away by entering x01 in the TARG field.

I have samples of RAN and MUSIC routes here, but think you should try this first.

You can mail me and we can discuss further what to do if you still have the problem.

In that case please explain better exactly how the call comes in and in what way the call was transfered..

sennback@hotmail.com

 

[acewarlock]

Are you doing a blind transfer or are you waiting for an agent to answer before you complete the transfer?

 

[justiceo]

I now see the error of my ways. I was unsure of the difference between MSB and NRD. Once I put an agent on NRD and tried calling the queue it put me on hold and played music. The problem is that I have one agent phone I am testing with so my testing was limited. Once I understood how ACD actually worked with MSB and NRD it answered my question. Now I can set NCFW to go to the attendant or voicemail if no one is logged in. Thanks everyone!