Calls not queuing in CS1K - CDN/ACD (when AACC/Symposium down) [X-Post: Symposium] 2

[chippowell9]

Hi all,

Below is a test CDN and ACD in my CS1K. If I have to live without my AACC/Symposium for a while - which is rare - I'm finding that we queue to ring-no-answer if all agents are on calls. What am I missing in the CDN and/or ACD that would allow the callers to at least hear music? Music route is 10. Normally, when AACC is up, announcements are handled through CallPilot access ports.

TYPE CDN
CUST 0
CDN 8438
FRRT
SRRT
FROA NO
UUI NO
MURT 10
CDSQ NO
DFDN 1315
NAME NO
CMB NO
CEIL 2047
CLRO NO
OVFL NO
TDNS NO
RPRT YES
AACQ YES
ASID 16
SFNB 2 3 4 7 8 11 13 15 16 17 18 19 28 33 34 35 36 37 38 39
USFB 1 2 3 4 5 6 7 9 10 11 12 13 14 15
CALB 0 1 2 3 4 5 6 8 9 10 11 12
CNTL NO
VSID
HSID

***********************************

TYPE ACD
CUST 0
ACDN 1315
MWC NO
DSAC NO
MAXP 50
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA YES
FRRT
SRRT
NRRT
FROA NO
CALP POS
ICDD NO
NCFW [********] ##Answering service number
FNCF NO
FORC NO
RTQT 3
RTQO MSB
SPCP YES
OBTN NO
RAO FULL
CWTH 1
NCWL YES
CWLF 1
CWLW 3
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN 4402
BUSY BSY BSY SRC BSY
AENI YES
OVBU LNK LNK LNK LNK
EMRT
MURT 10
RTPC NO
HOML NO
RDNA NO
LABEL_KEY0 NO
ACNT
NRAC YES
NDFL
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
SIPQ NO
IVR NO
OBSC NO
OBPT 5
CWNT NONE

 

[StanleySteamer]

Not sure if the question is about queuing or music. The title of the thread says "Calls not queuing" but you say "we queue to ring-no-answer if all the agents are on calls". Do the "ring-no-answer" calls get answered if an agent becomes available?

If the problem is that callers don't get music that is probably because you need a FRRT. The system won't transition directly to music without a first RAN.

 

[janaya]

Stanley is correct. FRRT/SRRT first ran route/second ran route are not set so you won't get anything but ringback until someone is available.

To test, have agents on an active call and call into the ACDN. If you get ringback, have an agent disconnect their ACD call and see if your call rings through. It should. But then you will have some issues getting a recording. You will need to purchase some type of announcement equipment, either MIRAN, which is EOL or an Interalia, which is even older, but out there, and with that you will need a Univ Trunk card.

John Anaya
Amdocs Inc.
ACSS/ACIS - CS1000 Rls 7.5/Call Pilot 5
ACSS/ACIS - SME - IP Office 8.0
APSS/APDS - Avaya UC Services

Public Profile

http://www.linkedin.com/pub/john-anaya/25/1b9/a9b/

 

[chippowell9]

Thanks guys, I see now that I phrased the title of the question completely wrong. Yes, they callers do "queue," they just hear ring-no-answer while they do. My bad.

And your explanation of FRRT/SRRT makes sense. Thanks again, all!