Help Desk ACD 101

[CalicoJack]

I am trying to figure out our Help Desk ACD. We recently upgraded our MeridianMail to CallPilot. The system still works, but I want to know exactly how it works.

The ACD shows the following:

REQ prt
TYPE acd
CUST 0
ACDN 31300

TYPE ACD
CUST 0
ACDN 31300
MWC NO
DSAC NO
MAXP 11
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 18
FRT 10
SRRT 25
SRT 20
NRRT
FROA NO
NCFW 32000
FNCF YES
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL YES
CWLF 3
CWLW 5
BYTH 0
OVTH 1
HPQ NO
OCN NO
OVDN 32000
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 10
RTPC NO
STIO
TSFT 20
HOML NO
RDNA NO
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 0
CWNT NONE

The CallPilot shows that it has both a "day control" and a "time control"

The day control sends it to two separate menu services depending on the time of day.
The "during hours" menu service has a menu recording that tells you "all available reps are busy, press 1 to leave a message, 2 to get the on-call tech. However, you only get to that message after you listen to a recording of music, etc for 90 seconds. Then you hear the recording from the "during hours" menu service.

Where is that other "music, etc" recording coming from?!!

Thanks,

Jack

 

[spanton]

Is your route 18 connected to a music source?

 

[johnpoole]

ld 21
ltm

that will show the tn's of the mus route as well as the ran routes..

john poole
bellsouth business
columbia,sc

 

[CalicoJack]

So I have a recording device associated with TN 20 0 7 5 and 20 0 7 6?

TYPE TLST
TKTP RAN
ROUT 18
DES RAN_2
TN 020 0 07 05 MBER 1 RAN_2
TN 020 0 07 06 MBER 2 RAN_2

 

[dj4020]

Do you have a Symposium or even dreadfully an old CCR ? ? ? Callpilot does not have scripting abilities,

FRRT 18 (First Ran Route)
FRT 10 (First Ran Route Timer)
SRRT 25 (Second Ran Route)
SRT 20 (Second Ran Route Timer)
90 seconds doesn't work in the basic ACD timers. So I will presume there is a routing application involved. 32000 is a SDN in CallPilot ? ? ?
Also helpful to know releases of software application involved.

 

[spanton]

So base on your answer the calls go into the queue and receive music base on this parameter:

FRRT 18
FRT 10

Then it gets the recording on this parameter

SRRT 25
SRT 20

 

[dj4020]

That is correct! !

 

[CalicoJack]

We use Symposium for our Customer Service Center, however, I know we don't use it for the Help Desk.

I am sure whatever we use is dreadfully old.

32000 is our voicemail extension.

90 seconds was a guess.

The PBX is an Option 61, Version 2921, Release 3

 

[dj4020]

So from what you've told me then This ACD is going directly to an application on CallPilot. Therefore this number only directs it to CallPilot. You will need to go to the Application with Application Builder to see how they are handling calls to this number. It could go back to Symposium or as it seems you have stated this may just be Basic ACD. Also to note according to the ACD the prompt MURT 10 is your music route. This is where you are getting your music from. Unless this is actually on the Symposium and then there may also be more than one music source as well. It would seem that the application must transfer to either a CDN or an ACD/DN for Music to be provided as the original ACD doesn't really provide anything once it hit the CallPilot. I know it can get confusing. . .

 

[CalicoJack]

OK. So after printing the ACD for 31300 it shows the following:

FRRT 18
FRT 10
SRRT 25
SRT 20

The FRT is set for 10 seconds. So I looked up route 18 in load 21. I did another test call and what I am hearing is a message that lasts approx ten seconds and then I hear the Music on hold that we use for this site. But the second announcement (SRRT) never is triggered.

Route 18 looks like this. It is going to the RAN box in my switchroom. I called 7818 and I heard the same initial announcement heard when calling the Help Desk line.

REQ: prt
TYPE: rdb
CUST 0
ROUT 18

TYPE RDB
CUST 00
ROUT 18
DES RAN_2
TKTP RAN
NPID_TBL_NUM 0
VTRK NO
RTYP AUD
GRD IDLE
REP 1
POST DIS
RANH
STRT DDL
WAIT RGB
BDCT NO
ASUP YES
ACOD 7818
TARG
CDR NO
MUS NO
RACD NO
TTBL 0
OHTD NO
ALRM NO
SGRP 0
AACR NO

Then I looked up route 25 (SRRT 25). It is going to a MIRAN card. When I dial 7825, I get a fast busy. That explains why I never hear it. So, the ACD never gets to use SRRT.

REQ: prt
TYPE: rdb
CUST 0
ROUT 25

TYPE RDB
CUST 00
ROUT 25
DES MIRAN2
TKTP RAN
NPID_TBL_NUM 0
VTRK NO
RTYP CON
GRD IDLE
REP 1
POST DIS
RANH
STRT DDL
WAIT RGB
BDCT NO
ASUP YES
ACOD 7825
TARG
CDR YES
INC YES
LAST NO
TTA NO
QREC YES
OAL NO
CDRX NO
MUS NO
RACD NO
TTBL 0
OHTD NO
ALRM NO
SGRP 0
AACR NO

Does anyone know how to troubleshoot a MIRAN card??

 

[bigindian65]

did you do an ltm on rte 25? see what channel it is using?

Mato' Was'aka

 

[CalicoJack]

REQ: ltm
CUST 0
ROUT 25

TYPE TLST
TKTP RAN
ROUT 25
DES MIRAN2
TN 020 0 09 01 MBER 1 MIRAN2
TN 020 0 09 02 MBER 2 MIRAN2
TN 020 0 09 03 MBER 3 MIRAN2

 

[bigindian65]

3 channels on a con w/ bdct no. anyway, stat 20 0 9 in ld 32, see if chnl 7 is DID. Find the Miran book, the default user name/pwd is in the book, you are prolly set default pwd. you can log into the card from your phone with the ACOD of chl 7's route if it is setup for tui, you can play the recorded meeages, assign a ran to chl 1, 2, and 3 there.

Mato' Was'aka

 

[CalicoJack]

stat 20 0 9
00 = UNIT 00 = UNEQ
01 = UNIT 01 = IDLE (TRK)(RAN CON)
02 = UNIT 02 = IDLE (TRK)(RAN CON)
03 = UNIT 03 = IDLE (TRK)(RAN CON)
04 = UNIT 04 = UNEQ
05 = UNIT 05 = UNEQ
06 = UNIT 06 = UNEQ
07 = UNIT 07 = IDLE (TRK)(DID LDR DDL /DDL )

I have never seen a MIRAN book, but I am looking..... wish me luck.

 

[CalicoJack]

Never found the book. I did disable the card, re-seat it, enable and viola! 7825 has a recording again!

However, now when I call 31300, it does the following:
1. goes to the route 18 message
2. 25 seconds of music
3. route 25 message
4. 25 seconds of music
5. route 25 message
6. 25 seconds of music
7. route 25 message

This goes on for 5 minutes, then it replays the route 25 message over and over until you hang up.

Looking back at the ACD for 31300 it does not show a timer for the over flow. or does it?

TYPE ACD
CUST 0
ACDN 31300
MWC NO
DSAC NO
MAXP 11
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 18
FRT 10
SRRT 25
SRT 20
NRRT
FROA NO
NCFW 32000
FNCF YES
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL YES
CWLF 3
CWLW 5
BYTH 0
OVTH 1
HPQ NO
OCN NO
OVDN 32000
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 10
RTPC NO
STIO
TSFT 20
HOML NO
RDNA NO
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 0
CWNT NONE

 

[dj4020]

Calico do a prt DNB of 31300 in ld 20 and post.

 

[CalicoJack]

DN 31300
TYPE ACDN
SUPY ACID 2009 TN 020 0 08 06 KEY 13
ACID 2004 TN 004 0 02 01
ACID 2006 TN 004 0 04 15
ACID 2009 TN 020 0 08 06
ACID 2005 TN 004 0 02 04
ACID 2023 TN 004 0 06 01
ACID 2022 TN 004 0 04 09
ACID 2021 TN 020 0 08 10