I should preface this by saying my knowledge of ACD queues and related is limited at best, so I apologize in advance if I'm not making sense.
Scenario: I have an ACD queue with several agents set up in it, but only 3 are active (as we have only 3 people on phones right now.)
Presently, when a call is sent into the queue and all 3 agents are busy, instead of bouncing back to the Attendant, it goes into the night mailbox.
I've been asked to change this so that it bounces back to the Attendant.
I have no idea how to do this, and am wary both of changing anything on the ACD because of corruption fears, and also of rebuilding it from scratch because I've never done it.
Below are printouts of the ACDN from LD 20 and LD 23. I can provide further printouts if necessary.
Anything pointing me in the right direction would be helpful. Thanks in advance.
----
LD 20
DN 550
CPND
NAME 550 CALL
XPLN 17
DISPLAY_FMT FIRST,LAST
TYPE ACDN
SUPY ACID 578 TN 005 0 00 08 KEY 09
ACID 576 TN 005 0 00 00
ACID 578 TN 005 0 00 08
ACID 613 TN 011 0 00 03
ACID 581 TN 012 0 00 02
ACID 575 TN 012 0 00 03
ACID 571 TN 012 0 00 04
ACID 583 TN 012 0 00 06
ACID 580 TN 005 0 00 09
ACID 579 TN 012 0 00 08
ACID 582 TN 012 0 00 09
ACID 584 TN 012 0 00 12
ACID 572 TN 012 0 00 13
ACID 574 TN 014 0 00 09
------------
LD 23
REQ PRT
TYPE ACD
CUST 0
ACDN 550
TYPE ACD
CUST 0
ACDN 550
MWC NO
DSAC NO
MAXP 14
SDNB YES
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 14
FRT 6
SRRT 13
SRT 30
NRRT
FROA YES
NCFW
FNCF NO
FORC NO
SPCP NO
OBTN NO
CWTH 1
NCWL NO
BYTH 1
OVTH 2047
TOFT 66
HPQ NO
OCN NO
OVDN 7000
IFDN 150
BUSY BSY BSY SRC BSY
AENI YES
OVBU LNK LNK LNK LNK
EMRT
MURT 15
RTPC NO
STIO
TSFT 20
HOML NO
RDNA NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
CWNT NONE
Scenario: I have an ACD queue with several agents set up in it, but only 3 are active (as we have only 3 people on phones right now.)
Presently, when a call is sent into the queue and all 3 agents are busy, instead of bouncing back to the Attendant, it goes into the night mailbox.
I've been asked to change this so that it bounces back to the Attendant.
I have no idea how to do this, and am wary both of changing anything on the ACD because of corruption fears, and also of rebuilding it from scratch because I've never done it.
Below are printouts of the ACDN from LD 20 and LD 23. I can provide further printouts if necessary.
Anything pointing me in the right direction would be helpful. Thanks in advance.
----
LD 20
DN 550
CPND
NAME 550 CALL
XPLN 17
DISPLAY_FMT FIRST,LAST
TYPE ACDN
SUPY ACID 578 TN 005 0 00 08 KEY 09
ACID 576 TN 005 0 00 00
ACID 578 TN 005 0 00 08
ACID 613 TN 011 0 00 03
ACID 581 TN 012 0 00 02
ACID 575 TN 012 0 00 03
ACID 571 TN 012 0 00 04
ACID 583 TN 012 0 00 06
ACID 580 TN 005 0 00 09
ACID 579 TN 012 0 00 08
ACID 582 TN 012 0 00 09
ACID 584 TN 012 0 00 12
ACID 572 TN 012 0 00 13
ACID 574 TN 014 0 00 09
------------
LD 23
REQ PRT
TYPE ACD
CUST 0
ACDN 550
TYPE ACD
CUST 0
ACDN 550
MWC NO
DSAC NO
MAXP 14
SDNB YES
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 14
FRT 6
SRRT 13
SRT 30
NRRT
FROA YES
NCFW
FNCF NO
FORC NO
SPCP NO
OBTN NO
CWTH 1
NCWL NO
BYTH 1
OVTH 2047
TOFT 66
HPQ NO
OCN NO
OVDN 7000
IFDN 150
BUSY BSY BSY SRC BSY
AENI YES
OVBU LNK LNK LNK LNK
EMRT
MURT 15
RTPC NO
STIO
TSFT 20
HOML NO
RDNA NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
CWNT NONE