I inherited an NEC2400 IPX recently. I have a pilot number that forwards to a ACD virtual number. We have 3 agents logged in and it apprears there are 3 virtual sequential numbers for the calls to ring in on. The problem is that the first call goes to an agent, the 2nd and 3rd calls go into queue and light the CW button. That first call rings on all phones logged in. The additional calls stack up in queue. There are line appearances on all the other phones for the other virtual extensions, so why do the calls queue up and not ring the other virtual numbers. Where would I look to verify all the virtuals are actually in rotary. The goal is for three agents to be able to accept 3 calls simultaneously and other additional calls to queue up or am I on the wrong track?
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NEC 2400 ACD Virtual Lines in hunt
- Thread starter kacrane
- Start date
belevedere
Instructor
If this is a true ACD system, then the calls go to the longest idle agent and not all at once. It will queue up if all agents are busy or some are not logged in or if the log in assignments in ACD are not correct. If this is not ACD then you need to set it up as a hunt group with all stations having all virtuals appearing.
- Thread starter
- #3
It is a real internal ACD. I see all the agents in the correct split. Someone has been trying to do things in there and I believe did something to make it stop working correctly. I see all virtuals on each work station however the calls are not rolling over. Maybe someone has cfwd set on their phone or in acfs? I am going back to look today, any other clues to look into? Log in codes all work or are at least accepted on the phones but only one call can ring in and be answered at a time. This is a Hotel system if that helps. Any commands to bring up and look at wold be greatly appreciated. I can do most everything on this pbx, but ACD and virtuals I am not clear on. There are probably 5 different ACD groups for different departments working properly. Something happened to this one. If the virtuals are all sequential numbers if that makes a difference. Where would I find the instruction to seek the next virtual extension when the first is busy?
Hope I am making sense - K[highlight #FCE94F][/highlight]
Hope I am making sense - K[highlight #FCE94F][/highlight]
belevedere
Instructor
Check and compare the log in assignments for the three agents in question. They should look alike. As to which split is specified for each agent. Also make sure that the position data is correct. One last item is the key data. Check and compare the key data on the three agent phones. They should have the ACD assignments on the buttons.
Log in
Work
Break
ACD line (virtual extension)
S=1 off hook inhibit
prime line is the ACD line.
There are some programming guides at
Log in
Work
Break
ACD line (virtual extension)
S=1 off hook inhibit
prime line is the ACD line.
There are some programming guides at
- Thread starter
- #5
Thank you Mr. B ! Everything looked alright except S1=0, changed that to one. Went into ACFS and found "my line" on each of the 3 sets was set to forward all to an unknown number. Deleted that, Changed S1, verified the other settings you mentioned and, the phones are ringing! I made buttons for the 3 virtual numbers on each set, hope that was right, everything seems to be working now
many thanks
many thanks
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