greenwave2
Technical User
the following post below was posted a while back but did not mention the programming involved to add the MCR key to the agent phone. Please advise on how to add the mcr key. I am having an error of sch0369 that pops up.
telecomPA (MIS)
24 Jul 08 13:45
hi, this is a strange one for me. we installed an Option 11C at one of our field offices. that weekend, we had a single ACD group set up for the entire office. during the cut, the office manager brings up a new number that he thinks is an IVR. long story short, it was a second ACD group. i told him we could not add a second ACD key to the phones without Symposium or Contact Center.
so we decided to give all of the existing ACD phones an MCR key, about 30 total.
then shortly thereafter, we encountered a problem. the MCR keys work fine most of the time (90%), but sometimes when the toll-free number is called, the Switch sends a busy signal to the caller.
does anyone know if this is a Nortel limitation or if MCR keys are wrong for ACD phones or if we need a patch?
I need this solved yesterday....!!
hawks (IS/IT--Management)
24 Jul 08 14:47
Are you sure all the sets are Idle, if they Make Set Busy on then it will return a busy signal.
spunkysus (Programmer)
24 Jul 08 15:23
When do you get the busy? I would almost bet that this is probably a T1 capacity issue,but then again I am not a betting man.If you have 30 apparences of one dn and only a have 1 T1 then that could be an issue if you get heavy volume. keep in mind that a PRI has 23 channels to process in/out calls.
Thanks,
Helpful Member!GHTROUT (IS/IT--Management)
24 Jul 08 22:30
Remember when an MCR is in the ringing state, all appearance are busy... so with a singal DN on many MCR keys, only one caller can be ringing at any time (though many can be speaking at a time)
MSB will not return a busy if a DN appears in more than one place - it'll just silence the phone.
GHTROUT.com | FAQs | Recent Replies
Helpful Member!StanleySteamer (TechnicalUser)
25 Jul 08 8:21
Like ghtrout says, the 10% busy signal is likely happening when there is already a call ringing on the MCR's.
If you aren't getting short of spare keys then you could put a second MCR and program the first to hunt to the second.
But a better way might be to make the MCR number another ACD that NCFW's to the existing ACDN with the agents.
It is also possible on rls 4.5, without Symposium, to allow agents to log into multiple queues.
telecomPA (MIS)
25 Jul 08 8:31
interesting. i was always told u can't login to multiple queues without Symposium. i'll check it out.
thanks to all responders, u guys r worth your weight in gold!!
telecomPA (MIS)
25 Jul 08 8:35
so how do i allow agents to login to multiple queues without Symposium?
Helpful Member!StanleySteamer (TechnicalUser)
25 Jul 08 9:31
Well there are some limitations.
If you take a look at the Automatic Call Distribution NTP for rls 4.5 under Multiple Queue Assignments it is described fairly well.
You need MQA package 297. Also I see that you cannot use ACD C reporting which might be a problem.
telecomPA (MIS)
25 Jul 08 10:47
thanks again Stan, but as i'm reading about MQA and i like the feature, the NTP says i need Meridian MAX. is that still a requirement? we don't have MAX at this site.
i have all the packages required, so if i can get around not having MAX, this would make my day.
Helpful Member!StanleySteamer (TechnicalUser)
25 Jul 08 10:59
You don't need MAX if you are rls 4.0 or later.
telecomPA (MIS)
25 Jul 08 11:00
thx, you made my day. this site is priceless!!
telecomPA (MIS)
24 Jul 08 13:45
hi, this is a strange one for me. we installed an Option 11C at one of our field offices. that weekend, we had a single ACD group set up for the entire office. during the cut, the office manager brings up a new number that he thinks is an IVR. long story short, it was a second ACD group. i told him we could not add a second ACD key to the phones without Symposium or Contact Center.
so we decided to give all of the existing ACD phones an MCR key, about 30 total.
then shortly thereafter, we encountered a problem. the MCR keys work fine most of the time (90%), but sometimes when the toll-free number is called, the Switch sends a busy signal to the caller.
does anyone know if this is a Nortel limitation or if MCR keys are wrong for ACD phones or if we need a patch?
I need this solved yesterday....!!
hawks (IS/IT--Management)
24 Jul 08 14:47
Are you sure all the sets are Idle, if they Make Set Busy on then it will return a busy signal.
spunkysus (Programmer)
24 Jul 08 15:23
When do you get the busy? I would almost bet that this is probably a T1 capacity issue,but then again I am not a betting man.If you have 30 apparences of one dn and only a have 1 T1 then that could be an issue if you get heavy volume. keep in mind that a PRI has 23 channels to process in/out calls.
Thanks,
Helpful Member!GHTROUT (IS/IT--Management)
24 Jul 08 22:30
Remember when an MCR is in the ringing state, all appearance are busy... so with a singal DN on many MCR keys, only one caller can be ringing at any time (though many can be speaking at a time)
MSB will not return a busy if a DN appears in more than one place - it'll just silence the phone.
GHTROUT.com | FAQs | Recent Replies
Helpful Member!StanleySteamer (TechnicalUser)
25 Jul 08 8:21
Like ghtrout says, the 10% busy signal is likely happening when there is already a call ringing on the MCR's.
If you aren't getting short of spare keys then you could put a second MCR and program the first to hunt to the second.
But a better way might be to make the MCR number another ACD that NCFW's to the existing ACDN with the agents.
It is also possible on rls 4.5, without Symposium, to allow agents to log into multiple queues.
telecomPA (MIS)
25 Jul 08 8:31
interesting. i was always told u can't login to multiple queues without Symposium. i'll check it out.
thanks to all responders, u guys r worth your weight in gold!!
telecomPA (MIS)
25 Jul 08 8:35
so how do i allow agents to login to multiple queues without Symposium?
Helpful Member!StanleySteamer (TechnicalUser)
25 Jul 08 9:31
Well there are some limitations.
If you take a look at the Automatic Call Distribution NTP for rls 4.5 under Multiple Queue Assignments it is described fairly well.
You need MQA package 297. Also I see that you cannot use ACD C reporting which might be a problem.
telecomPA (MIS)
25 Jul 08 10:47
thanks again Stan, but as i'm reading about MQA and i like the feature, the NTP says i need Meridian MAX. is that still a requirement? we don't have MAX at this site.
i have all the packages required, so if i can get around not having MAX, this would make my day.
Helpful Member!StanleySteamer (TechnicalUser)
25 Jul 08 10:59
You don't need MAX if you are rls 4.0 or later.
telecomPA (MIS)
25 Jul 08 11:00
thx, you made my day. this site is priceless!!