MiVb ACD Rad plays whilst available agent is ringing

[Billz66]

I just noticed this , always thought that this wasn't possible

call to ACD path (internal or external)
agent available in skill group (can be more than 1)

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ACD delay 4 seconds then RAD (RAD can be EVmail port or IVR RAD- haven't tested Nupoint rad but thats probably the same)
call rings on agent , if it hits the 4 seconds , rad plays whilst agent is ringing

- i am most likely going nuts but i'm sure that this didn't use to happen
- my memory says it used to be that the 1st RAD would NOT play if the call was ringing on an agent
- if they got logged out , the 2nd rad might play if it waited long enough but the first wouldn't play if an agent was available

I now have a customer that wants this and i cant make it work
I have had it working on 7.2 and mivb9
cant get it to work on 8.0 SP3 PR2





If I never did anything I'd never done before , I'd never do anything.....

 

[kwbMitel]

@Billz66,

I've always set my first RAD not to answer for at least 10 seconds to avoid this exact scenario. The RAD will definitely answer regardless of the agent status.

I would be very surprised otherwise.

 

[AH64Armament]

I generally set my ACD path to ring for 18 seconds, then play RAD 1. If there's an agent available, it will ring that agent's phone audibly to that agent - even while the RAD is playing... The ringback to the caller vs the ringing telephones with regard to ACD are separate.

I usually also set the agent ring timeer to 30-45 seconds.. this will tell the system that the agent isn't available anymore, in which it will log the agent out and requeue the caller.

 

[Billz66]

turns out that this is due to us haveing a 3 MiVb cluster
When Acd paths are on seperate MiVB ( from agents and skil groups ) then the play rad whilst agent ringing feature isnt available

if path skill group and agent are on same pabx it should work


If I never did anything I'd never done before , I'd never do anything.....