CDN Ceiling Value 1

[Revolution1200]

Hi Does the call ceiling of a cdn affect the calls coming into the meridian when symposium is in use?

what we want happening is that when there are no free agents the call is held in an outside network queue.

however calls are being accepted into the system when all the agents are busy.

within symposium we have the following

IF QUEUED CALL COUNT chosen_skillset > cash_busy THEN
GIVE BUSY
END IF

we have cash_busy set to 0

the ceil value of the CDN is set to 2047 I was wondering whether this would cause this or does this only affect queueing to acd queues?

Thanks

 

[lretrievers]

The ceiling value in the CDN programming on the PBX is not going to be used unless your Symposium goes down and you are in "default" mode.

You would need to write in your script where you want calls to go if there are no idle agents, but you would want to be careful to send it somewhere so that it can get answered. If you send it back out the network and it comes back in, you could be creating an endless loop.

 

[Revolution1200]

If after 45 seconds the call has not been answered the call will go to the network voice mail the trouble is that symposium is letting one call into our system to queue for an agent when all the agents are busy this one call will hang around our system - we only want to let a call in if there is an agent available to answer the call.

 

[lretrievers]

Since the CDN is acquired by the Symposium, that is the way it works. PBX programming is only there as a backup in the even the Symposium is down. To use the IF QUEUED CALL COUNT or even to check for IDLE AGENTS, you must queue the call to the skillset for the Symposium to check the skillset.

But you can issue it as the first command and do something like

QUEUE TO SKILLSET skillset_name
WAIT 2

IF IDLE AGENT COUNT skillset_name > 1
THEN ROUTE CALL network_number
END IF

But the call has to be queued to the skillset to use this logic.

 

[lretrievers]

Oopps.....sorry

QUEUE TO SKILLSET skillset_name
WAIT 2

IF IDLE AGENT COUNT skillset_name < 1
THEN ROUTE CALL network_number
END IF