Can't use RTQT and RTQO with CDN 3

[tyreel]

Have some ACD groups set up in Nortel CS1000 PBX. We use "RTQT" and "RTQO" to set phones to "Not Ready" if not answered after 4 rings (RTQT). When we build CDNs to use with Symposium Express, those two options are not presented from the PBX. Is there another way to have phones put in the "Not Ready" state if not answered when using the CDN with Symposium Express?

 

[trvlr1]

Make the changes on the ACD that the Symposium sends the calls to, the one the agents are in, not the CDN at the input side.

 

[mcpeppi]

If the CDN is SECC controlled you can use the call presentation class to configure return to queue and place the set in NotReady via SMI workbench/fat client.

 

[tyreel]

Thanks to you both. Looks like it can be controlled from either side (Symposium/PBX)? Does one take precedence over the other? Or does the shortest setting prevail? Thanks!

 

[Utreg]

If the CDN is SECC controlled only the call presentation class applies like mcpeppi stated.

Only if Symposium Express is down or if you use a 'plain ACD Queue' the option of trvlr1 will apply.

For more information see: Chapter 2: Managing call presentation
of the
Nortel Symposium Express Call Center, Call Center Management Guide

http://support.avaya.com/css/P8/documents/100100598