Changing unanswered call destination in ACD queue 1

[jdlrez]

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

 

[jdlrez]

I forgot to mention that the unanswered call sits in queue for a minute (I'm told) before going to VM. It is not instantaneous when all agents are busy.

 

[GHTROUT]

OVDN 7000 is the DN where it goes if no answer
TOFT 66 is the number of seconds it waits before going to OVDN

You can change those any time without hurting anything


~~~
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[telebub]

In the ACD Q 550 programming in LD 23, you will see the TOFT (timed overflow) prompt set to 66. That is your minute timer. Down a couple of prompts you will see OVDN (overflow DN) set to 7000. That is your mail system. I believe the OVDN has to be an ACD number so create a dummy ACD and NCFW it to 0. (attendant) then change the OVDN prompt in ACD Q 550 to the dummy ACD you created.

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 --------This one--------
HPQ NO
OCN NO
OVDN 7000-------This one---------
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

War Eagle!!

 

[trvlr1]

OVDN is 7000, I assume this is your voice mail ext. This is the parameter you need to change to the ext of the attendant. TOFT is the timer, set at 66 seconds. To change this you need to first disable both by putting an X in place of the 7000 and 66. enter through all other entries. You then go back in and enter the desires responses for these two entries. TOFT in seconds and the attendant # after OVDN. If you just try to change the parameters without outing the current settings it can cause issues where the ACD does not overflow.
Hope this helps

 

[jdlrez]

Upon further reading I see that:

TOFT 66 means 66 seconds before OVDN is applied?

My OVDN is 7000, which interestingly rings my MerMail when called (usually 601 is used for MerMail.)

Does this mean that if I change OVDN to 0 (my attendant DN) it will solve my problem?

And will this in any way screw things up when the Attendant set is turned on Night mode?

Finally, can I do a CHG in ld 23 on an ACDN without fears of corruption?

Thanks..

 

[jdlrez]

Thanks to GHTROUT and all others, I did not see your replies before I posted that last (redundant) message. Email confirmations didn't come in.

I will try this. Thanks again everybody.

 

[jdlrez]

Ok, ran into another snag. I went into LD 23, did CHG, set OVDN to X and then went back in and tried to set it to 0 and got:

SCH0707
DN conflicts with existing number.


Does this relate to what telebub said re: " I believe the OVDN has to be an ACD number so create a dummy ACD and NCFW it to 0."

If so, how do I go about creating a dummy ACD?

 

[telebub]

LD 23

REQ: NEW
TYPE: ACD
CUST: 0
ACDN: XXXX (pick an available number)
hit return to
MAXP: 1
hit return to
NCFW: 0 (or whatever your Attendant DN is)
hit return all the way out

Then try changing your OVDN to the new dummy ACD


War Eagle!!

 

[telebub]

You know, I think it will let you program the dummy ACD into the OVDN field but I don't think it will work because it will see that Q not in service and keep your callers queued to 550. It seems I ran into that in the past. You might try it and see what you get.

War Eagle!!

 

[jdlrez]

Telebub,

Ok I did exactly that, created ACD 7004 (random unused DN) and set OVDN on ACD 550 (queue) to 7004. It let me do it, but my tests did not work.

2 of the 3 agents were in, the 3rd was on make set busy (lunch.) I had the 2 agents call each other to busy out their lines then dialed in on my cellphone.

recept put me into queue but it just rang and rang well over the 66 second mark. I had to hang up eventually as a real call came in.

Ideas?

 

[telebub]

Per my previous post, that's what I thought, just a little too late. My suggestion would be to use Meridian Mail to get the caller to the attendant:

1. Change the OVDN back to 7000.
2. Create a Menu Service in Mail where the No Repsonse prompts ring to the attendant.
3. record a greeting that says "please hold for an operator" (or however you want to word it)
4. In the VSDN table, point 550 to the MS you just created.

Now after 66 seconds, the caller goes to Mail but gets the new Menu Service rather than the mailbox. They stay on the line and get transferred to the operator.

If you had Symposium, this would be easy...

War Eagle!!

 

[jdlrez]

Telebub,

Thank you, this worked. Of course I don't know how to record a greeting for a Menu Service, so right now after 30 seconds (I changed toft) an autobot says "No greeting recorded, transferring to operator" but that's better than nothing.

Thanks again.

 

[telebub]

In the VSDN table where you pointed 550 to the new Menu Service, look for a number with a service of PM. That is prompt maintenance which will allow you to record a greeting:

1. Dial Prompt Maintenance number
2. It will ask for the Voice Service ID. Enter the ID of your Menu Service with the # sign
3. It will ask for the password. Enter the Update password you set for that menu with the # sign.
4. Press 1 for the Greeting Prompt
5. Press 5 to record
6. Press # to stop recording
7. Press 2 to listen
8. Hang up and test if satisfied or repeat steps 5 through 7 until satisfied.

War Eagle!!

 

[jdlrez]

Gotcha. Thank you very much, again.