Can you have two ACD's on one phone?

[GuardguyMO]

I have a CS 1000M v4.5 with the Basic ACD package. Can you program two ACD's on one 2616 telephone and let the user log into one or the other? Also how can you program an ACD to overflow to another ACD? I will have one group of phones as the primary ACD using an overflow feature to another group of phones when the primary ACD is all busy. I have been doing some testing in LD 23 trying the OVDN prompt, but it does not seem to work like I thought.

Thanks for looking,

Mitch

 

[dj4020]

Ufortunately you can only program one ACD on a phone. MAX used to allow you to use Multiple queue assignments. With Basic ACD you don't have a whole lot of control. I know there are timers you can setup for overflow, interflow. You would have to see how that would work for you by experimenting with them. Best bet would be to use CCMS as a call routing programming much more powerful.

 

[GuardguyMO]

Can you explain the difference between overflow and interflow and how to setup the timer? Is CCMS something that I would program in the switch or is this an additional program or application?

 

[dj4020]

I would recommend you find the Automatic Call Distribution
Fundamentals NTP but I have put brief excerpts from this guide. Obviously timers are involved but this is to much to go over here in such a forum.
Can be downloaded from Nortel if you have access, if you do not your Vendor should be able to supply it for you.
Configure the Interflow DN (IFDN)

This command indicates, for each ACD DN, the destination DN for ACD calls when the Interflow feature is active. The command format is as follows:
IFDN XXXX yyy ... y YYY ... Y
Where:
XXXX = Applicable ACD DN, up to seven digits if DNXP
yyy .. y = Current Interflow DN/ACD can be any Interflow DN
YYY .. Y = New Interflow DN, up to 23 digits including the asterisk
(*) to indicate a dialing pause. A value of X disables the
Interflow feature even though an Interflow key might be assigned to a supervisor position. If equipped with EAR, use the following:
XXXX = Applicable ACD DN; it cannot be a CDN
yyyy and YYYY = Can be a CDN
Pauses are supported on analog and DTI trunks but are not supported on ISDN trunks. The asterisk (*) used to introduce a pause is supported on analog and DTI trunks but is not supported on ISDN trunks.On ISDN trunks, if OPAO is enabled, the asterisk (*) is outpulsed as a called party digit.


Overflow by Number (OVDN)

Overflow DNs defined at the OVDN prompt in LD 23 are not used by NACD. They are used by Overflow by Number only. The same ACD DNs can be defined in the NACD Routing Tables as local targets. OVDN then recalls to source when the call waits longer than the timer.


CCMS is a Application server that when installed takes over the call routing which gives you so much more control over the call routing.

 

[M1spezi]

With standart ACD you can use MQA so the user is able to login in more then one ACD. You must set the promt MQA to yes in ADS or SCB Block. The Agent press the ACD Key, enter login ID# the ACD Queue # ACDQueue # ACD Queue#...'



Meridian, Callpilot, CCM (Symposium) from Germany

 

[dj4020]

The only problem with using the MQA as described you lose the ability to have distinctive groups with special skills the roll over when other queue is busy. All calls coming in then get to next available agent FIFO. But this could work for you if you wanted this. Also if you have the correct packages setup Agent priority which allows you to assign certain agent pririties to specific queues.

MQA enables Call Center customers to achieve a high level of control over the manner in which agents are assigned to calls. This capability gives Call Centre managers the opportunity to direct calls to agents whose skills match the needs of the caller or a specific queue. This functionality enables ACD agents to service one or more queues depending on their skills. Each queue is considered an agent skill thus making this feature a "skills based routing" product.
This feature also enables ACD agents to assign a priority value to queues as well as a supervisor to whom they are to report. If the multiple queues have calls waiting, the agent services the queue for which their assigned priority is the highest. If they are servicing multiple queues with the same assigned priority or are not using the Priority Agent feature, queues are serviced on a round-robin basis.

Many ways to skin a cat.

 

[GuardguyMO]

I changed the TOFT and now the overflow works. Yeah!

We do not use different groups, it is a small call center that any of the 19 agents will troubleshoot calls or put in a WO. WO's is how it gets to a specialist.

I found MQA under TYPE ADS however the switch will not allow me to print this. I am guessing that there is nothing built under the ADS type. My question is if I change MQA to "yes" would it affect the current Help Desk ACD? Also will this allow me to put two ACD's on a 2616 phone?

 

[dj4020]

Still only one ACD number per phone KEY 0 only. If you were to use MQA it would require you to setup agent priorities if you do not care about call priority then as earlier statement calls will round robin to agents in both queues. What MQA allows is the ability to login to more than one queue up to 5 queues. Like having more than one ACD on a phone.

 

[GuardguyMO]

Can you explain how they would log into these ques? I have discovered that I don't currently have package 297 (MQA) on the switch, but have requested a quote to install it. How would I program the phones to have the ability to log into the various ques? Would a supervisor phone have to do it or the user? I have been researching the book and can't figure it out.

Thanks for all of your help.

 

[bigindian65]

Hit In-Calls xxxx # yyyy# 1# zzzz# 2# ##

this would log agent xxxx into queue yyyy with a priority of 1 and zzzz with a priority of 2 end with 2 # or extra #

usually only have to do it "once" and if servicing same queues each day can enter agent ID and 2 #'s, it will remember last assignment.

Mato' Was'aka