Intercept Handling does not work

[KurpeusLondon]

Hi guys,


I'm trying to set up intercept handling when an acd agent logs out. In the station attribut form I've changed the intercept handling of my agents to number 2.

In the intercept handling form, line 2, I've changed the directory number out of service to a ring group but I keep having the out of service message + invalid tone.

Am I missing something in the programation ?

Thanks.

 

[Lundah]

What type of system, and what software release?

 

[Lundah]

Also, why are you trying to accomplish this via Intercept and not using the Path Unavailable # option in the Path Assignment? That would be a more straightforward solution.

 

[nytalkin]

Intercept, call reoute and call forwarding always operate on the number dialled not the number rung. Lundah is correct. Use the PATH UNAVAILABLE to route these calls.

NO GOOD DEED GOES UNPUNISHED!

 

[kwbMitel]

Are you trying to use Dial out of queue?

If so, the term is interflow not intercept.

You need the Path Interflow Dialling Assignment form.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[boycey9]

My take on this is the guy is ringing the agent number direct (Maybe agents have ddi's as well as being in paths) and when they log off he wants the call to give somthing other than unobtainable.
If my assumptions are correct then you want to set the call reroute first alternative number to the ring group

 

[KurpeusLondon]

Hi guys


Thanks for your replies.

I'm running MCD 4.1 SP1 on a 3300 CX II.

The reason I'm trying to use the intercept handling is the following:

I've few ACD agents that belong to different ACD paths. When an agent logs out and you try to ring internally that specific agent. The system return an out of service tone and message. Some users have complained about this so I would like to redirect the call the a ring group they all belong to on a non prime line.

I didn't use the call rerouting first alternative because if my user is logged in and put himself as busy, I don't want to redirect the call to the ring group.

As I understand it, the call rerouting only operates on DND/Busy and no answer ; not out of service ; therefore I thought the intercept handling would be ideal.

cheers,

 

[bobcheese]

if you ar eusing MCD4.1 then use presence to set status 'not present' in the queues but still logged in as an agent and therefore available internally.

 

[KurpeusLondon]

Hi bob

Thanks for your reply altough that's not what I'm trying to achieve.

If a user call the DN of an ACD agent that's not logged in, then I would like to system to reroute the call to a ring group instead of returning an out of service message.

The only thing I can think of that will do that is the intercept handling but I can't get it working.

Cheers,

 

[SXWizard]

I think there is confusion on what you are trying to do. You can call an agent 2 ways. One is to dial the actual extension number of the agent phone (DN). This assumes that the agent has a permanent extension. Second is to dial the Agent ID number. If you dial the actual extension number of the agent phone (DN) the phone rings and the call follows Call Rerouting. If you dial the Agent ID and the agent is logged in the phone will ring. If you dial the Agent ID and the agent is logged out you will get error tone. When the agent is logged out the system doesn't see the DN as being unavailable it sees the Agent ID as unavailable. I don't think you can apply Intercept Handling or Call Rerouting to an Agent ID.

 

[kwbMitel]

I would question why anyone would want to dial an agent ID directly. If you need direct access to a phone both logged in and not, simply add a unique keyline to the station(s). This problem seems to me one that has developed because the system is not being utilised properly. Step back and design a solution that works without invoking extreme measures.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[SXWizard]

kwb is on the right path. Users should just dial the agent extension number (DN not Agent ID). If the agent is idle the phone will ring. If the agent is on a call the incoming call will follow Call Rerouting for the extension.