Help Understanding my ACD Queue

[ash1057]

Below is one of our queues on our Opt. 11. Can someone please help me in understanding this queue when a call enters it.

TYPE ACD
CUST 0
ACDN 2000
MWC YES
IMS NO
MAXP 51
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA YES
FRRT 6
FRT 18
SRRT 9
SRT 30
NRRT
FROA YES
NCFW 7888
FNCF NO
FORC NO
RTQT 5
RTQO MSB
SPCP YES
OBTN NO
RAO NO
CWTH 1
NCWL YES
CWLF 2
CWLW 3
BYTH 0
OVTH 3
TOFT 16
HPQ NO
OCN NO
OVDN
IFDN 2998
BUSY BSY BSY SRC BSY
AENI YES
OVBU LNK LNK LNK LNK
EMRT
MURT 10
RTPC YES
STIO 4
TSFT 20
HOML NO
RDNA NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO

Thanks,

Ash

 

[sandyml]

- You can have up to 51 ACD phones assigned to this Q.
- Looks like people forward their phones to it (MWC=yes)
- Callers initially hear Ran route 6, then Ran route 9 plays every 30 seconds.
- When nobody is logged in, the caller is forwarded to 7888 (maybe voicemail?)
- If a call is presented to an agent's phone, they must answer it within 5 rings. If they don't answer, the call returns to Q and the phone is logged out (MSB)
- When the Q is very busy, it can be interflowed to 2998. You have Automatic Interflow enabled (AENI - yes).
- 2998 is probably an ACD Q, since the BUSY prompts are set to the default values for ACD interflow.
- The supervisor would know the Q is busy because the DWC key on their phone would flash when 2 calls are waiting, and fast flash when 3 or more calls are waiting.

There's more, of course -- what in particular are you searching for?

 

[ash1057]

Thanks for your response! This is a ACD queue for a CC. We have a few hundered 800#'s that are pointed to this queue. When we get a media hit we would like the calls to stay in queue for at least a few minutes if all agents are busy.
Then to interflow to 2998.

Can you please explain what would happen if MWC=NO and AENI=NO

Thanks!

 

[dmpd]

MWC=NO You would not be able to call forward internal calls to the ACD.

AENI=NO This would disable automatic overflow. For calls to overflow the ENI key would have to be activated on the supervisors set