Not ready in Nortel 81c queue 1

[nortel24]

This is related to my previous posting. I have been having trouble getting calls to be forced to make set busy. If the phones are logged in to the queue and on NRD, call just rings and rings untill the call is picked up at that phone. If the phone is not on NRD and in the queue, the call is forced to msb,is logged out and call goes to voice mail. Will NRD not work if there is no call treatment ex. music on hold, ran routes ?

 

[EddieDuece]

SOunds like you only have 1 set logged into the que, and if it doesn't answer within the time you defined, the agents set is logged out. So if your que is set to;

NCFW= Voicemail DN

Then it does not matter what treatment you give. Sounds like you need more agents or remove the RTQT timer and treatment.

 

[nortel24]

I have the pkgs printed out on my switch. I just need to know if anyone know the package associated for the rdy on Nortel.

 

[EddieDuece]

I think you are using NRD incorrectly. NRD keeps the agent logged into the que, but will not present a caller to that agent until they are in a ready state. I have not heard of any packages that change how NRD works.

 

[johnpoole]

repost that acd que..

with one agent logged auto log off does not happen

john poole
bellsouth business
columbia,sc

 

[djwht]

NRD is working as design. Everthing you describe so far in this post the other one is working as design.

Anytime a phone is logged in, NCFW will not get activated.

NRD is logged in into the Q, but not ready to take a call.
MSB is logged out of the Q

The reason you can't force a set to MSB, is because for this feature to function, a call has to be presented to the agent first. Since a NRD set will never have a call presented the RTQT will never get activated.

The M1 default treatment is Ringback unless instructed otherwise. Since you have no RAN or MUS, you get ringback.

Note: If you want music in Q, you MUST have RAN

 

[nortel24]

Thanks for the refresher course on how a queue works. I was able to set up a test lab and do some tests. As long as a phone is Not ready the call will be presented to the queue and ring back will occure. I do not have music or ran routes. When I worked at thye last place we had Max and internalias. We need to look into these if they want the calls to flow properly. We have 2 queues and no ability for Multi queue logins either. I was going to get a price on symposium express and use some miran cards for ran routes. Music on hold as well. I know the symposium can be expensive would you recommend any thing else?

 

[LeeMcCauslin]

We looked into Symp lite for our place and it was too rich for our blood. Last count I think I had just under 400 phone sets in the whole building and only 25 in any ACD queue.

 

[djwht]

go in the ADS datablock in ld23 and set MQA to yes and attempt to login to both queues. it doesn't take but seconds to make the change and doesn't hurt anything if you can't do it.

I know people say that MQA is only available if you have MAX, but that isn't always the case.

I have a 5 group 81c running 25.40b with MQA and no MAX and each agents are able to login into 4 queue. This is for a rebate center.

you must have pkg 297 and AID has to be set. build a hsl and leave it disable.

1st you build a HSL in LD17
2nd set AID to yes and define the lower and upper boundries of the IDs
3rd set MQA to yes

have agents login

either that or set overflow from 1 q to another.

 

[nortel24]

I don't have pkg 297.

I have another question, may have been touched on before. Without any call treatment in my que besides voice mail will not ready work on the phones. If my que is set to force calls to MSB and the agent is in NRD will it force those calls to MSB to allow calls to go to voice mail ?

 

[nortel24]

If agents are not ready how do calls get forced to an agent or voice mail if agents are in not ready status?

 

[djwht]

Your Question:

If my que is set to force calls to MSB and the agent is in NRD will it force those calls to MSB to allow calls to go to voice mail ?

The Answer:

The RTQT and setting MSB will not function unless the call can be presented to the agent first. Since the agent is in NRD, the call is not presented. In essence, the feature is ignored if the agent is in NRD.

Note:

You can still get calls to VM if you use Overflow, set your overflow threshold and your overflow target. The target must be an active acd Q, this Q is usually the MM or CP Q.

 

[nortel24]

Can you give me a posting with how the queue should look if you want phones which are not ready to send call to vm. My vm is octel and is not built in a queue. So I cannot set my queue to a vm queue.

I set a new queue up that no one loggs into and set the original test queue to ovdn to that new queue and the ovth to 1 aqnd also tried 0 and calls are still just ringing on the test queue when I call it.

 

[djwht]

only works if the you are using the octel integration that uses acd q otherwise ....

ovdn cannot be a dummy q, meaning a q with maxp 1 or no agents logged in.

you can used IFDN and OVTH - requires pkg 41

Set the OVTH to 1
Set IFDN to your Octel PDN
Set AENI to YES

migh also have to set all of the other threshold down, play with the settings. But with OVTH= 1, 1 call will be waiting in the Q all other calls should go to the Octel.