Can't delete ACDN 2

[telecomPA]

hey folks, trying to delete an ACDN that has no agents assigned. Option 11C is giving me the following error:

SCH0725
Cannot remove ACD data when ACD positions are active.

Severity: Info

what's odd is that when i print a DNB on it, there are no agents assigned. here is a printout of the actual ACDN:

TYPE ACD
CUST 0
ACDN 7700
MWC NO
DSAC NO
MAXP 5
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
CALP POS
ICDD NO
NCFW
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL YES
CWLF 2
CWLW 4
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
NRAC NO
RAGT 16
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 0
CWNT NONE

 

[bigindian65]

you prt dnb 7700 in 11 and it comes back with nothing??

 

[telecomPA]

this is what i get:

REQ: PRT
TYPE: DNB
CUST 0
DN 7700
DATE
PAGE
DES

DN 7700
TYPE ACDN

 

[PBXT3CH]

and you out the ACD in 23?
i know.. but just checking..

 

[bigindian65]

Looking like some corruption? Hopefully another opinion will look better.

 

[MagnaRGP]

I've seen that before. The only way I could remove it was to Reformat the SSC and reinstall software/database. That or open up an ITAS ticket. Option a was quicker and cheaper.

 

[EddieGomez]

I had the same problem and found that 7700 acdn is part of the preprogrammed database, usually associated with 2616 templates.
In order to remove it do the following:

ld 20
req prt
type 2616 m
modl 60
Enter through the rest

You´ll get a list of templates TN´s associated with it. Here u will find your "phantom" agents.

Now remove them

ld 20
req out
type 2616 m
modl 60

And then remove the ACDN in ld 23 following the usual method

ld 23
req out
type acd
acdn 7700

Hope this helps...

 

[telecomPA]

Eddie, my hat is off to you. thanks a lot. i kinda remember hearing about this issue a long time ago. thanks again.

 

[heartpbxer]

If ACDN 7700 is part of a preprogrammed database for 2616s as EddieGomez indicated, could removing the ACDN cause problems when I use primarily 2616 phones?

The problem I am having is we have 6 outbound local lines that get stuck on busy sometimes. I've traced it down with the carrier and a vendor and see no problems with the lines or any hardware.

Today I was working with the vendor in our Option 11 and the lines that were busy were all going to dn 7700 when we did a LD 80 trak. We just spend all afternoon trying to figure out why we couldn't out ACD 7700 in LD 23. If it's a preprogrammed thing, then that explains it.

But could deleting the ACDN create any problems for us since we didn't even know it was there in the first place?

 

[heartpbxer]

I just tried EddieGomez's fix and I also had to out the MODL 60 for the 2216. After I had done it for the 2616 modl 60 and still couldn't out 7700 I went to LD 20 and printed every possible phone type and model that was in the system. Then I looked for an occurence of 7700 and found that type 2216 also had a modl 60 with 7700 as the acdn for key 00.

I don't know if that will solve the issue I was having, but I believe it will.