How do I have a DID ring to a ACD queue? 1

[abartolino]

I was wondering if anyone could tell me how to have a DID ring to an ACD queue?

 

[GHTROUT]

Do you have an ACD queue already?

Is this DID number assigned to a phones already?



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[abartolino]

This is what I have.

I ahve the queue setup and agents asigned to the queue. A caller calls the number an operator answers the call then transfers the call to the queue. An availible agent answers the call.

 

[GHTROUT]

OK, the DID number that people call needs to be assigned to the queue, so they get the call rather than the Operator.

The question is "What extension is that DID ringing right now". You can find that out by

LD22
req PRT
type DNB
dn (extn of the DID)


If you find it and can remove it from wherever it appears, then you can assign it to the queue like this:

LD23
req NEW
type ACD
acdn (extn of the DID)
/// hit return until
maxp 1
/// hit return until
ncfw (enter the queue the agents are in)
/// hit return until you get "req"

From the above, you should be able to investigate and maybe finish. If you find that extension is an "LDN" or "ACDN" already, post again and we can help.

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[PERRYPJ]

Make your DID a CDN and NCFW it to the ACDN

OLD ROLMEN WORKING ON NORTELS

 

[abartolino]

GHTROUT, Is it OK to have the DID have the same last four digits as the ACD. The ACD is 6901 and the DID is 928-6901.

What's CDN?

 

[GHTROUT]

You know, I always try to do that too, but with many of my systems, we have basic ACD - you don't get CDN - can't even assign them.

I think the trick with abartolino will be identifying the DID if it is already an LDN or there is confusion because of IDC. Or worse yet, they may calling something a DID that we would define as something else.

This is all easy for us to do - and a mystery for 99% of the poor people involuntarily volunteered to handle the job of Nortel admin.

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[GHTROUT]

abartolino, the DID is an extension within a range of numbers that the telephone company has told you you can assign freely.

If you are taking a number that exists already (rings the operator) and want to change it so it goes right to the queue, then you need to figure out how that call is making it to the Operator first. Then remove it from going to the Operator and re-build it as the ACD queue I posted

If you are going to just select a new DID number and tell everyone the number has changed to it, then yes - the DID can match the queue

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[abartolino]

I changed the DID number so that it is not the same as the queue. everything seems to be working now. Thanks for your help.