if on ACD call, don't allow DN to ring 1

[LittleGremlins]

I remember reading somewhere, that you could program SCCS that if the agent is on an ACD call to busy out the set so all personal DN calls go directly to their personal mailbox. This will prevent agents from seeing a personal call come in and put clients on hold.

I remember seeing it in the NTPs, but for the life of me I can't find it again.

Has anyone done this? Any ideas where to look?

 

[sandyml]

You're probably thinking of the SDNB prompt in LD 23. The setting applies to all phones programmed against that ACD queue. Answer YES to SDNB and it blocks calls to the secondary DN while busy on ACD call.

 

[LittleGremlins]

If an agent is on an ACD Call and a call comes in to their personal line, the caller is hearing a busy signal. Is there anyway to program the SDNB feature to forward busy to their mailbox instead of ringing busy?

thanks

 

[SashaChris]

We use it in our call centre - works fine.

Check prompts in TN setup, should be :

CLS FBA HTA
HUNT xxxx , where xxxx is MMail access number

SCh

 

[LittleGremlins]

I double checked the agent set programming and the CLS is set to FBA, FNA & HTA are allowed. Here is the set printout.

TYPE 2216
CDEN 8D
CTYP XDLC
CUST 0
AOM 1
FDN 4xxx
TGAR 0
NCOS 6
RNPG 0
SCI 0
SSU
LNRS 16
XLST
SCPW
CLS CTD FBA WTA LPR MTD FNA HTA TDD
MWA LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFEA RCBD
CLBD AUTU
GPUD DPUD DNDA CFXD ARHA FITA CNTD CLTD ASCD
CFHD FICD NAID BUZZ AHD
DDGA NAMA
USRD ULAD RTDD RBDD RBHD OCBD FLXD FTTU MCBN
CPND_LANG ENG
RCO 0
HUNT 4xxx
LHK 1

 

[SashaChris]

It may be also switch software issue. As I remember on older releases then rel. 25 it did not work - we received just busy signal - no forward to MMail was available on ACD busy.
Unfortunately I can´t test it, we have not M1 rel. 23 or 24 anymore.

SCh

 

[sandyml]

Try setting the LHK to the key above your extension (e.g., if DN is on Key 1, then set LHK to 2.

 

[pdulfo]

I have been following this thread. Had the same problem. LHK has appeared to clear it for me. Thanks.

 

[sandyml]

Glad to hear it, you are quite welcome.