CS1000 ACD Interflow Not Working

[prtrost]

Hello,

This is my first time trying this and I've thoroughly confused myself.
My customer doesn't want any calls waiting in queue if all agents are busy.
Ideally, if all agents are busy, they would like it to forward to a cell phone.
I can't get it to work. Here is the latest perumutation I've tried.
BTW: I've researched on the site: Lots of good info. Unfortunately, it didn't resolve my problem.

Here is the ACD
TYPE ACD
CUST 0
ACDN 5020
MWC NO
DSAC NO
MAXP 10
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 28
FRT 2
SRRT 62
SRT 16
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 99198147
FNCF NO
FORC NO
RTQT 4
RTQO NRD
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 0
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN 9919xxxx (last 4 of cell phone number removed for privacy)
BUSY BSY BSY SRC BSY
AENI YES
OVBU LNK LNK LNK LNK
EMRT
MURT 19
RTPC NO
HOML NO
RDNA NO
LABEL_KEY0 YES
LABEL 5020
ACNT
NRAC NO
DAL NO
RPRT NO
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
SIPQ NO
IVR NO
OBSC NO
OBPT 5
CWNT NONE

I've tested it by logging into the queue, placing a call to it, then calling it again. It still returns the RAN Recording.

thanks in advance. This site rocks!

 

[MossEng]

Configuration looks OK, a couple of things to try:
a: Change the IFDN to an Internal Extension, just to prove Interflow Works
b: Create a Dummy queue to forward to the mobile number, and test it.
c: Change the IFDN to the Dummy Queue number.

Creating Dummy Queue:

TYPE ACD
CUST 0
ACDN 6666
:
MAXP 11
:
:
NCFW 9919XXXX

 

[trvlr1]

There were a few releases several years ago, that you had to delete and rebuild the whole ACD to get this working. You would have to move the users to another loop, delete and rebuild, then move the users back. I saw this on an old release 25.x but do not know how many more releases were affected by this. Jus t food for thought.....

 

[prtrost]

Thank you for the responses.

I ended up doing an end-around. Not very elegant but it works.

I created a call pilot application that just transfers callers to the cell phone number.
I created an SDN using the CDN of the ACD. (Apparently the CDN gets forwarded to call pilot, not the ACD DN)
I then configured the ACD with the following:

OVTH 0
OVDN xxxx where xxxx is the Call Pilot ACD queue.

Sometimes you have to go walk around the barn a few times before you walk in the barn doors.

This thread really helped: Thanks
Link