Can ACD groups over/interflow to non ACD DNs and forward to more DNs?

[3000gt]

We are trying to determine if the following configuration can be done with assurance:

We have a customer that is questioning whether a ACD queue on a Nortel M1 switch be configured to overflow to a “normal” 2616 port that itself is configured to forward to another port (as is often done on Nortel to simulate a hunt group). Does anyone have any information on this configuration?



Expertise in Avaya, Rolm/Siemens, Mitel, Nortel, NEC, Alcatel, Toshiba, Aspect, Ericsson, Executone, Panasonic PBXs & KSUs

 

[johnpoole]

yes you can use a ovdn to a non did dn, the forward will work, i don't think you need sfa in class for this config.. someof our acd groups ovdn to non agents whouse forward for breaks johnP

john poole
bellsouth business
columbia,sc

 

[3000gt]

Thanks for the info. However, we are unable to put in a non ACD DN for the OVDN prompt in LD 23, when we do we get a SCH 0707. However, we can put in a normal ACD DN.

Otherwise, we can put in a non ACD dn for IFDN, but the call won't go to the IFDN.

Expertise in Avaya, Rolm/Siemens, Mitel, Nortel, NEC, Alcatel, Toshiba, Aspect, Ericsson, Executone, Panasonic PBXs & KSUs

 

[hawks]

OVDN has to be an ACD DN. I have not tried this but can you build an ACD & NCFW it to the 2616. Then set the OVDN of the first ACD to the one that you built?

 

[3000gt]

Yes, NCFW DN works as the ACD group will forward to it if the ACD DNs are either not logged in or busy. They may have to use that setting instead of OVDN.

Expertise in Avaya, Rolm/Siemens, Mitel, Nortel, NEC, Alcatel, Toshiba, Aspect, Ericsson, Executone, Panasonic PBXs & KSUs

 

[Avaya911PLM]

Use an ACD-DN as the OVDN. NCFW this ACD to either a Group Hunt Pilot DN (New feature for the US in 3.0, old feature for the UK). You can also throw in SimRing DN's to further expand the ringing tree.

I use Group Hunt and SimRing to expand the outbound notification capabilities of CallPilot since you can only provision 1 outbound notification destination.

--
Fletch
Visit the Nortel Technical Support Portal at:

http://www.nortelnetworks.com/support

 

[johnpoole]

make your ovdn an acd number and use the ncfw to send it to a set...

acd dn 1234
ovdn 5678... (any unused dn)...maxp 1 ncfw...the non acd number you want to overflow to.. there is very little this switch will not do

john poole
bellsouth business
columbia,sc

 

[Reusser]

for OVDN to work, you must have an active ACD que

User interflow and OVTH

if you need to use TOFT you can make a work around:

build another ACD Que and add one dummy agent - log agent in and not ready, Set interflow to non-acd destination and OVTH to 0

If dummy agent becomes logged out it will not work until agent is logged back in and put in not ready.