CCR / MAX Statistics Question

[LittleGremlins]

We have had a fair number of calls dump to the default ACD DN. Once the call is there, it is impossible to get at with other CCR calls waiting in Q. It seems to happen when we get a spike in the call volumes.

Number Time Accpt Answ Aband Routed DFLTDN
5913 8:00 6 6 0 0 0
5913 8:30 5 5 0 0 0
5913 9:00 10 9 1 0 0
5913 9:30 10 10 0 0 0
5913 10:00 23 20 1 2 0
5913 10:30 129 98 15 6 10
5913 11:00 47 44 2 1 0
5913 11:30 20 20 0 0 0

 

[ssinger1]

What is your Question?

 

[LittleGremlins]

Why are calls defaulting to the DFDN?
129 calls were received in the 30 minute interval and 10 went to the Default ACD DN. How can I prevent this happening again?

 

[ssinger1]

LD 23
This is where you set up your Default DN. Post a print out of the ACDN.

 

[PERRYPJ]

THERE ARE SEVERAL FACTORS THAT CAN SEND THE CALLS ELSEWHERE, LIKE WAITING IN QUE TO LONG OR REACHING A MAX IN QUE.
BY THE LOOKS OF THE ABAND I WOULD SAY THAT YOU NEED TO SEND THEM ELSEWHERE TO BE ANSWERED.

OLD ROLMEN WORKING ON NORTELS

 

[Sennback]

I dont think the problem is the call volume.
It's rather low.
I have systems done this when they reached 4000 calls/10 minutes.

You should check yor CCR scripts and ACD configuration.
Theres got to be something wrong there.

CCR should easily be able to handle this.

 

[LittleGremlins]

Here is a printout of the CDN & Default ACD DN. If there is a problem with the CCR Script, what should I be looking for?

TYPE CDN
CUST 0
CDN 5913
FRRT 27
FRT 2
SRRT 28
SRT 46
FROA NO
MURT 6
DFDN 5132
CEIL 2047
OVFL NO
TDNS NO
RPRT YES
AACQ NO
CNTL YES
VSID 14
HSID
CWTH 1
BYTH 0
OVTH 2047
ACNT

Default ACD DN
TYPE ACD
CUST 0
ACDN 5132
MWC NO
DSAC NO
MAXP 25
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 27
FRT 2
SRRT 28
SRT 30
NRRT
FROA NO
NCFW 2065
FNCF NO
FORC NO
RTQT 0
SPCP YES
OBTN NO
RAO NO
CWTH 1
NCWL YES
CWLF 2
CWLW 3
BYTH 2047
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 6
RTPC NO
HOML NO
RDNA NO
ACNT
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO