diversion no-answer to CTI group not working

[EBULAR]

Diversion on no answer does not work to a CTI group (Solidus is at 7.0.), if the cdini is changed to another number the diversion works. It appears that DAGP rejects the diversion based on "Div no answer status" in TDIVEXC.

TSW SP7
<ACGCP:GRP=3293;
ACD GROUP CALL DATA
GRP LIM SERV TRAF SEL QUE QIC CUST SAT ACTC
3293 14 10110 15 11010 00200500101 NO 180

END
<ACPAP:ACDNUM=ALL;
ACD SYSTEM PARAMETER
ACDNUM ACDVAL
1 0
2 0
3 0
5 0
6 0
7 0

END

Called extension:

<SUDIPIR=6413;
DIRECTORY INFORMATION AT 15:04:49 02AUG11
DIRECTORY NUMBER : 6413
TYPE OF DIRECTORY NUMBER : DTS
NAME :
ADDITIONAL NUMBER :

EXTENSION TERMINAL DATA
EQU TERMD ADN CALALT TIMER
1-0-50-03 0019 1 0
4003 1

EXTENSION DIRECTORY CATEGORIES
CAT TRAF SERV CDIV ROC TRM ADC CUST LANG BSEC MCOST
6 01060600 0002120700 000151000 020001 0 00000003000000 F 0 -

DIGITAL EXTENSION FUNCTION KEY DATA
KEY KTYPE FCN VALUE DIG
00 PGM
01 FCN CAB
02 FCN CAD
03 FCN MEW
09 ODN 6413
10 ODN 6413
11 ODN 6413
13 FCN TNS
14 ADN 4003

GROUP DATA

PARALLEL RINGING DATA

DIVERSION DATA
INDIVIDUAL DIVERSION NUMBER: 3293

PAGING DATA

END

 

[parnum]

CDINI to ACD/CTI is not supported as valid diversion point from extension, not a feature.

best parnum

 

[EBULAR]

Thanx parnum, any suggestions on a workaround?

EBULAR

 

[parnum]

You could try CDINI to ABBdial TRA to CTI number (check CDINI to ABB works to another number first.)

Or PELPI, not sure if that is ok, it works for Operator queue so may work for ACD, not able to test and think the switch won't allow it.

best parnum

 

[whosrdaddy]

The only thing that really works is a loop.

/Daddy

-----------------------------------------------------
What You See Is What You Get
Never underestimate tha powah of tha google!

 

[EBULAR]

I will try to loop two PRI's together and use pelpi to dest code and pre cti grp. Is that what you mean Daddy?

EBULAR

 

[whosrdaddy]

yes indeed.

usually you have a PBX group in front of the CTI and use this number via the loop.


Cheers,
Daddy

-----------------------------------------------------
What You See Is What You Get
Never underestimate tha powah of tha google!

 

[parnum]

Put the user in Solidus and give them a higher skill level than the other agents in the service group that the service access points to, then the user gets the call first if they are available, if not it goes to the rest of the group.

Or give the user their own service group and overflow to the CTI number, close the group on no available agents.

best parnum