Long waiting ACD Calls to VM? 2

[Brutus82]

I have an ACD call center setup for 3 registration phones on our 61C with Meridian Mail. I’m told the way it currently works is calls come through the DID and hit the 3 phone queue where they sit until answered. Problem is the wait can sometimes get pretty long during busy hours. Supervisor wants to know if after a certain amount of time waiting calls can be placed into voicemail..

I just came from NEC side and now I’m supporting our 61C so I’m not sure if this can be done, is this possible?


Here is our version:

VERSION 2311
RELEASE 25
ISSUE 30 + MDCS03 NA00

PSWV VERSION: PSWV 53

Thank You

 

[GHTROUT]

In the ACD Queue, set the TOFT (Timed Overflow) value and the OVDN (Overflow DN) value.

You'll find the details in the books under LD23

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[Brutus82]

Not LD20? hehe kidding!

 

[GHTROUT]

Well, you can print something in LD20 and use it as a smokescreen while you make the real change in LD23

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[phonz1]

lol, brutus

 

[Brutus82]

Thanks GHTROUT I'm looking it up right now in my Software Input/Output Guide.

 

[telebub]

The OVDN will need to be the ACD queue of Meridian Mail.

War Eagle!
Lions Baseball '09!

 

[Brutus82]

Oh, um... wrong book then I guess huh. Thanks telebub, man you guys are quick around here!

Thanks Again Guys

 

[GHTROUT]

No, that was the right book....the Administration Input/Output Guide.

Telebub means "set the OVDN to be MerMails main number"

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[Brutus82]

Oh gotcha, i knew that... no I didn't! Hey thanks again for pointing me in the right direction. Man I don't know about you guys but it's been a long day here and as you can probably tell, I've had way too much coffee!

Have a good evening Gentlemen

 

[Brutus82]

Sorry for being a huge pain however, I’m confused… again!

Ok here is the ACD people call in on 6952. (I’ll include a PRT below) The three phones in this ACD Queue are 2021, 2022, and 2024, all three are M2008 phones.

On 2021 the first three keys are; 2021, 2803, and 2809.
On 2022 the first three keys are; 2022, 2804, and 2811.
On 2024 the first three keys are; 2024, 2802, and 2810.

In OTM I see the physical 2021, 2022, and 2024 however; I see nothing for 2802, 2803, 2804, 2809, 2810, and 2811.

On our Meridian mail I do not see boxes for these three phones (as expected), and I do not see a Voice Service box for 6952 ACD either.

I’m still trying to grasp Nortel’s programming so at this point I’m drawing a blank as to how 6952 ACD is setup. Again, I just need to make the changes so that after a 5 minute wait time (TOFT) a caller will shoot into voicemail (OVDN).

Here is a PRT of ACD 6952:

REQ prt
TYPE acd
CUST 0
ACDN 6952

TYPE ACD
CUST 0
ACDN 6952
MWC NO
DSAC NO
MAXP 10
SDNB NO
ISAP NO
AACQ NO
RGAI NO
ACAA YES
FRRT 32
FRT 2
SRRT
NRRT
FROA NO
NCFW 4000
FNCF NO
FORC NO
RTQT 0
SPCP YES
OBTN NO
RAO NO
CWTH 1
NCWL YES
CWLF 1
CWLW 2
BYTH 2047
OVTH 2047
TOFT NONE
HPQ NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 19

 

[telebub]

1. Set TOFT to 300
2. Set your OVDN to the Meridian Mail ACD queue lead number
3. In Meridian Mail, create a mailbox of 6952 and record a greeting.

You do not have to touch the sets themselves.

War Eagle!
Lions Baseball '09!

 

[Brutus82]

Whoa awesome, it's that easy? Dang all this time my head was spinning for nothing! Thank you telebub... a thousand times over!

 

[Brutus82]

One more question and then I'll leave you alone, maybe.

"Set your OVDN to the Meridian Mail ACD queue lead number" would this be our Pilot for voicemail (4000) that I forward regular DN's too? I only ask because I probably wont get to test this, they're already busy, and I want to make sure I get it correct the first time.

 

[telebub]

Yes. To verify this, in LD 20, print a DN of 4000. It should come back with the mail ports TNs that are members of that ACD queue.

War Eagle!
Lions Baseball '09!

 

[Brutus82]

Thats it, thanks again telebub this will make a whole department much happier.

Have a good Thursday... it's like 12 degrees and snowing here so that aint happening! hehe Thanks

 

[telebub]

49 and sunny here. A little windy though. Makes the 49 feel colder.

War Eagle!
Lions Baseball '09!

 

[Brutus82]

Sweet, that's like a heat wave... trade ya! Thanks again for the help.