Nortel ACD problem 1

[nortel24]

I have been having a Nortel ACD Queue not force the agents out of the queue that walk away and not logging out.


I set the queue to force sets to MSB. It appears that this is not working.

I have no call treatment , no music on hold, no smyposium nothing.

I copied the Que below.

REQ prt
TYPE acd
CUST 0
ACDN 2431

TYPE ACD
CUST 0
ACDN 2431
MWC NO
DSAC NO
MAXP 12
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 14
FRT 6
SRRT
NRRT
FROA NO
NCFW 7119
FNCF NO
FORC NO
RTQT 10
RTQO MSB
SPCP NO
OBTN NO
RAO NO
CWTH 10
NCWL NO
BYTH 5
OVTH 0
TOFT 4
HPQ NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
STIO
TSFT 20
HOML NO
RDNA NO
DAL NO
RPRT YES
CWNT NONE

MEM AVAIL:

Any suggestions?

 

[bigindian65]

post one of the sets of that queue as well

 

[nortel24]

This is a 2616 built as a queue phone.

TN 044 0 05 03
TYPE 2616
CDEN 8D
CTYP XDLC
CUST 0
AOM 0
FDN 7119
TGAR 13
LDN NO
NCOS 4
SGRP 0
RNPG 3
SCI 0
SSU
LNRS 16
XLST
SCPW
CLS CTD FBD WTA LPR PUA MTD FNA HTA TDD HFD
MWA LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG3
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA
CFTD SFD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTU MCBN
CPND_LANG ENG
RCO 0
HUNT 7119
LHK 11
PLEV 02
SPID NONE
AST
IAPG 0
AACS NO
ITNA NO
DGRP
PRI 01
DNDR 0
KEY 00 ACD 2431 3 5605
AGN
01 NRD
02 MSB
03 MWK 7119
04 AO6
05 SCU 0014
06 DIG 14 31 R
07
08
09 ADL 12
10 SCR 2065 3 MARP
CPND
NAME LYNN SEBASTIAN
XPLN 14
DIS

 

[LeeMcCauslin]

IF I understand correctly (And I am asking as much to get clarification as anything) your RTQT timer is set to 10 - 10 rings before it will make the set busy. Maybe someone else in the queue is getting the call and answering before the timer gets to 10?

 

[nortel24]

I have had the timer set at lower numbers like 4.

I know that the 2616's are not queue phones but will function like one. But there are differences.

Can a phone just simply not be forced out of the queue because it is defective?

 

[bigindian65]

I don't believe that is ten rings, I think 10 seconds, 1 - 1/2 ring cycle, I would test it at 18 or 24 for 3 to 4 rings.

 

[johnpoole]

mine are set to 20, it has to be a timer, not ring count. and we had several acd groups using 2616's prior to symposium.. and they do force..

are you sure this does not need to be yes

FORC NO
RTQT 10

john poole
bellsouth business
columbia,sc

 

[nortel24]

I have tried force and I recieved complaints immediately saying they were getting beeping in their ears. I think it was forcing the call to the agent and causing the headset to beep indicating a call is coming in.

 

[bigindian65]

that is correct, up your timer to 20 and test. using 2616s HOML may need to be yes instead of no on the acdn in 23.

 

[nortel24]

I tried the HOML to yes and queue rings no answer.

 

[bigindian65]

I think I would see if you get the same no-go when using NRD instead of MSB for RTQO

 

[nortel24]

The homl being yes has caused the phones in that queue to log them out when they put there handset on the craddle. Is there something else that would cause that?

 

[TDMtek]

Minimum software release of 23.35
I don’t believe that a feature package is involved you may have to research that.
I have one ACD Queue that will set the agent set into NRD (Not Ready) after 3 rings

LD -23 ACD Data Block; 1st set the Ringing Cycles, (RTQT) then set the RTQ0, to either NRD (Not Ready) or MSB (Make set Busy)
If all of the above is in place, software and data is in place and it still doesn’t work,
I would plan on calling for support.

 

[bigindian65]

Set homl back to no, it helps in other scenerios with 2616s, guess you don't need to use it.

 

[djwht]

RTQT is the number of rings not seconds

 

[nortel24]

This could be a feature package is missing. I had a phone that is in a queue and there were only 4 phones in the queue . I would stat and disable a phone at a time. Whe I disabled this one phone the calls suddenly went to voice mail. I was going to replace this one phone. But this all could very well be a lack of a package problem.

 

[TDMtek]

Sorry; Left out that you have the RTQT set at 10.

I know that not all sites are the same, but I would never agree with 10 ring cycles before I tried to get the call answered.
If you have any FNA or Hunting at the set level that will interfere with the queue setting.

 

[djwht]

when a agent walk away - the phone is placed in NRD, at that point the call isn't presented to the agent, the caller is sitting in queue hearing ringback, that might why rtqt is not working properly.

when this happens trace the set and see what state the set is in.

 

[nortel24]

Would any one know if there is a package required for the RTQT and RTQO to work. I know we have no ability for multi queue logins and I was told a package is required for that.
Would any one know what package is required?

 

[bigindian65]

BACD 40 Basic ACD.