Enhanced ACD Q Config Help - 20 second interflow

[riscyrich]

Hi guys, wonder if you can help me with some an ACD problem.

I'm trying to create an ACD queue that will queue a caller for 20 seconds if the ACD queue is busy, then after 20sec send them to the CallPilot to leave a message. Oh and if an agent becomes free during the 20 seconds pipe the caller through.

The ACD Q number is 7606
The CallPilot SDN is 4343

Sounds simple enough but I just can't seem to get the right combination of parameters together...

Any help would be more than appreciated.

Cheers

Rich

Here's a print from LD 23...


ACDN 7606
MWC NO
DSAC NO
MAXP 2
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 4343
FNCF NO
CWTT 20
HMSB YES
ACPQ NO
FORC NO
RTQT 0
SPCP YES
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 1
OVTH 1
TOFT 20
HPQ NO
OCN NO
OVDN
IFDN 4343
BUSY BSY BSY SRC BSY
AENI NO
OVBU BSY BSY LNK BSY
EMRT
MURT
RTPC NO
STIO
TSFT 20
HOML NO
RDNA NO
LABEL_KEY0 YES
LABEL TestACD
NRAC NO
DAL NO
RPRT NO
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 5
CWNT NONE

PS. Tried it with AENI on and off.

 

[bigindian65]

ovdn 4343

Mato' Was'aka

 

[riscyrich]

Sorry, I should have said our callpilot number 4343 is a CDN not an SDN, and of course you can't have an CDN as a OVDN.

Has been a long day... :-(

Is the answer to create a SDN for CallPilot message services ?

Rich

 

[bigindian65]

TOFT is tied to OVDN, so you will have to trick it, maybe a maxp 1 acd ncfw to call pilot?

Mato' Was'aka

 

[Triton101]

Try the OVDN as suggested but point it to the queue were the callpilot agents are....

 

[riscyrich]

Morning guys,

Ok tried ringing the ACD queue associated with the CallPilot agents and it doesn't pickup so I assume that's a non starter.

Have also tried tricking the queue by using a dummy queue (7009) with maxp 1 and NCFW to 4343. That doesn't seem to work either. Just wondering if it's ignoring the 7009 queue as no one is logged in to it ?

Going to carry on tinkering...

New LD23 prt :

ACDN 7606
MWC NO
DSAC NO
MAXP 2
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 4343
FNCF NO
CWTT 20
HMSB YES
ACPQ NO
FORC NO
RTQT 0
SPCP YES
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 1
OVTH 1
TOFT 20
HPQ NO
OCN NO
OVDN 7009
IFDN
OVBU BSY BSY LNK BSY
EMRT
MURT
RTPC NO
STIO
TSFT 20
HOML NO
RDNA NO
LABEL_KEY0 YES
LABEL TestACD
NRAC NO
DAL NO
RPRT NO
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 5
CWNT NONE

 

[riscyrich]

Ah...

Seems the queue is ignoring the OVDN queue number it as no one is logged into the OVDN queue. Tried putting a ext. in the OVDN queue and it transfers after 20sec. Just seems the system doesn't want to follow the NCFW of the OVDN queue.

Rich

 

[johnpoole]

seems like it should but i've never tried that without a frrt... even if it's just music.. but for a 20 sec delay, no recording then mail, i would program all the phones with mcr keys on 0 and 1, with an rco of about 5 rings.. and you only have 2 phones?

symposium has got me spoiled, scripting that is a no brainer.

john poole
bellsouth business
columbia,sc

 

[riscyrich]

Hi john

Only two phones because it's a test rig, the real implementation is a 16 agent ACD queue.

I've got to stick with ACD because of the agent status/reporting stuff we have in place.

Now that you mention scripting I'm wondering if there's something I can do with the CallPilot and application builder...

Symposium FTW !

Rich

 

[MossEng]

Timed Overflow only works to an ACD Queue, and unfortunately
the ACD queue must be open for Overflow to occur. Nortel would say Symposium/Contact Centre is the solution, but not a cheap one! If you set the IFDN 4343 and the OVTH 0 and AENI YES, it will interflow to callpilot as soon as all agents are busy, as interflow is based on number of calls in the queue not the time in queue.

 

[acewarlock]

If your going to have 16 agents, why not just use ACD as designed and use RAN and let then wait or send them to a CP menu and select stay in Queue or leave a Message.




This is a Signature and not part of the answer, it appears on every reply.

This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.

 

[riscyrich]

Sounds like a plan, but to be honest I have no idea how to set that sort of system up - using RAN's etc.

My ACD experience is limited and my training in the area is non existent.

Rich

 

[yyrkroon]

The ACDDN with live agents - set all your timer to overflow then set the OVDN to CP agent ACDDN.

In CPMGR, add the CP ACDDN to the SDN table and link the ACDDN to an application. (you must have an application already created)

Now you can use CP to provide a menu service to your caller after x second/minute holding in queue.

Or, if you want to frontend the call with callpilot, then created a dummy ACDDN that NCFW to CP. Add the dummy ACDDN to the SDN table and link it to an application.