Nortel Basic ACD Queue Interflow

[kwelniak]

I have a customer who is using Basic ACD and wants to do the following:
When agent(s) are logged in they would like to send a new call presented to the queue (after 5 calls are waiting in queue) to a 2008 set with 2 lines that goes to voicemail after 2 rings if not answered.

I've tested the phone (internal and external calls) and the set is working properly. All agents logged out works properly too.

I've tried the following:
1.Setting the OVTH to 1 (for testing purposes only)
2.IFDN=DN of the telephone
3.AENO=YES (this caused the intercept treatment to be given and the call went to the operator)

Calls just stack up in the queue. Your help is very much appreciated.

Thank you -- Karen

 

[jacabuk]

Did you try using a ovdn, but i think when all agents are busy it would go right to the 2008 set?

 

[trvlr1]

In some older releases (I know 25.4 was one) there was a bug which meant you could enter the parameters, but sometimes nothing would happen, the only way to make it work was to delete the ACD and rebuild as needed with these parameters included, then it would work every time. Later releases fixed this issue, but I am not exactly sure which one. This is a pain if there are a lot of agents programmed with no automated way to move them off.
What release are you on?

 

[kwelniak]

My understanding from reading NTPs etc. is the OVDN can only be to another queue(s). Here is a copy of my programming using OVDN:

REQ prt
TYPE acd
CUST 0
ACDN 4325

TYPE ACD
CUST 0
ACDN 4325
MWC YES
IMS NO
MAXP 10
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 8
FRT 2
SRRT
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 7000
FNCF NO
FORC NO
RTQT 3
RTQO MSB
SPCP YES
OBTN NO
RAO NO
CWTH 1
NCWL YES
CWLF 2
CWLW 3
BYTH 1 -- # of calls in queue before incoming calls are rejected
OVTH 1 -- # of calls in queue before overflow treatment is attempted
TOFT NONE
HPQ NO
OCN NO
OVDN 14462 --
IFDN
BUSY BSY BSY SRC BSY
AENI NO -- when set to yes I was getting intercept to operator treatment.
OVBU LNK LNK LNK LNK
EMRT
MURT 10
RTPC NO
STIO
TSFT 20
HOML NO
RDNA NO
LABEL_KEY0 NO
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
SIPQ NO
IVR NO
OBSC NO
OBPT 5
CWNT NONE

MEM AVAIL: (U/P): 48560426 USED U P: 2618088 434155 TOT: 51612669
DISK SPACE NEEDED: 463 KBYTES
ACD DNS AVAIL: 23877 USED: 123 TOT: 24000
REQ end

>LD 23
REQ prt
TYPE acd
CUST 0
ACDN 14462

TYPE ACD
CUST 0
ACDN 14462
MWC NO
DSAC NO
MAXP 1
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 4462
FNCF NO
FORC NO
RTQT 0
SPCP YES
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047 -- chgd to 0
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN -- to 2008 4462
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
STIO
TSFT 20
HOML YES
RDNA NO
LABEL_KEY0 NO
NRAC NO
DAL NO
RPRT NO
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
SIPQ NO
IVR NO
OBSC NO
OBPT 5
CWNT NONE

MEM AVAIL: (U/P): 48560426 USED U P: 2618088 434155 TOT: 51612669
DISK SPACE NEEDED: 463 KBYTES
ACD DNS AVAIL: 23877 USED: 123 TOT: 24000

>logo

 

[kwelniak]

RELEASE 7
ISSUE 50 Q +

 

[trvlr1]

IFDN needs to be set to go to the extension you want for the overflow calls. Then set AENI to yes and see what happens.