FIFO Routing on a Nortel Meridian Option 81 C

[jaimegrande]

Can anyone explain to me how the first in first out routing should work on a Nortel Meridian Option 81 C? We have two ACD-DNs that the agents MQA into. The agents are logging into the ACD-DNs at the same priority. There is no DNIS/call prioritization going on in the CCR scripts. Yet - when we are in a queue situation the calls are not being forwarded to the newly available agents in a first in first out manner. Thanks for your help.

 

[acewarlock]

It's not first in first out for the agent, it's for the caller.

The longest available agent gets the call, not the newley logged in agent.




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

 

[jaimegrande]

First off - thank you very much for answering. I really appreciate it. I guess I wasn't clear enough on the problem. The problem is happening when we are in queue. The queue builds up and then we see calls that are not being forwarded to the agents (as the agents get off their calls and become available) in a first in/first out manner. In other words - the oldest call in queue does not always get routed to the newly available agent. We have no DNIS prioritization and the agents are logging into the two ACD-DNs at the same priority. So we can not see any reason why the calls would not be routed to the newly available agents in a first in/first out manner. We have rebooted Max and that didn't fix the issue. We also had the agents change up which ACD-DN was their primary queue (the first one they logged into the phones on) and that didn't seem to change anything. Any help you can provide would be much appreciated. Thanks again.

 

[acewarlock]

Post both ACD Queue's from LD 23.




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.