programming ACD pickup button

[jdlrez]

I'm only a couple months into learning this stuff so bear with me if I use some incorrect terminology.

I'm trying to rebuild a receptionist phone that I OUT'd by mistake. One of the buttons I need to program is a Call pickup: i.e. they press the button to pick a call up out of a queue.

One of my other (2616) phones that has this button has it as follows:

KEY 00 ACD 299 530
a few others are identical, save the last 3 digits. 530, 542, etc.

My question is, what is the last 3 digits, what's it's significance and is there any rule as to how they are assigned?

(I haven't got any reference to the lost programming of the TN I'm working on, nor any similar one to compare really.)

Thanks in advance.

 

[srmega41]

I think you are possibly confusing two different features. Call Pickup is a key or a feature code that relates to a group of callers that belong to the same group. Using the key or feature code, you can pick up calls on another person's phone.

Your prints show an ACD(Automatic Call Distribution) set up. This is where a user (called an agent) logs into a queue (using another unique number called an Agent ID)to take calls that are presented to one number. In your info, it looks like the queue is number 299 (This can be printed in LD 23).

LD 23
REQ  PRT
TYPE ACD
ACDN 299

The second set of numbers is the position ID of each phone, and yes, there all have to be unique (you can see all the assigned POS ID's in LD 20, by printing 299 as a DN).

LD 20
REQ  PRT
TYPE DNB
CUST 0
DN   299

The queue would be for people to call 299, or be sent there by calling a different number, and every phone that an agent is logged into, will be added to the pool that can answer that call.

This being said, calls are presented to one person, not the entire group. Basic ACD's work using the person who has been waiting the longest for a call. Once you get into a product called Symposium, you can do 1001 things with calls and agents.

I assumed from your post this is a new feature to you, thus my excessive explanaitions.

Hope this helps,

Scott M.

 

[jdlrez]

Thank you for the info. That helped clarify a lot.

Yes, 299 is the DN of the queue, our receptionist transfers incoming callers (when appropriate) into 299 where
the CSR dept picks them up.

DN 299
TYPE ACDN
SUPY ACID 542 TN 003 0 00 08 KEY 05
ACID 549 TN 003 0 00 00
ACID 526 TN 003 0 00 03
ACID 521 TN 004 0 00 01
ACID 522 TN 004 0 00 02
ACID 530 TN 004 0 00 03
ACID 542 TN 003 0 00 0

Judging from this I'd assume I need to add another one
for the phone I'm working on, as It's TN is not listed.

Given the Position ID's have to be unique, do they also have some specific tie-in to the TN in question? For instance in the example above, is 522 somehow related to TN 4 2 other than being assigned in the queue? Or could I say, add ACID 550 TN 004 0 00 09?

If what I just said made any sense at all, thx in advance.

Cheers.

 

[johnpoole]

you could add 550 to 4 9 or to 7 1, on that line you marry the two, no where else in the switch is there a relationship between the two


one catch for putting the phone back


cls agn
key 0 acd 299 0 550 return, the 0 is cust number not clid, clid is outbound.. when you print an acd set the agn or spv appear after key 0 but it is not entered that way, you'll find scott (srmega) one of the best acd people around, but you may have noticed that

john poole
bellsouth business
columbia,sc

 

[jdlrez]

Thank you both very much.
This forum is a god-send.

 

[acewarlock]

I think you just need to transfer the calls to the Queue, not be in the Queue. You just need a transfer button.

Until you get better at this, you should always do a print of the TNB before you out anything. You should always have a copy of a complete TNB just incase you ever need to reprogram the system from scratch. I do a print of the TNB and save it as a TXT file.

 

[johnpoole]

ace makes another good point, do a prt tnb and capture it.. even in raw form it;s can save your cookies.. i have a copy of my ddb, updated each month... that can come in handy

john poole
bellsouth business
columbia,sc

 

[phuzzy42]

In case you're not sure how to print the TNB, do this (if using a terminal program, turn on capture now. If using a printer, make sure it has lots of paper):

>LD 20

PT0000
REQ: PRT
TYPE: TNB
TN <cr> <cr> mean press [Enter]
CDEN <cr>
CUST 0 usually customer 0
DATE <cr>
PAGE <cr>
DES <cr>


Steve Harmon
Greenfield, Indiana

 

[johnpoole]

paper is a waste of time, hard to do a search for scr 4440 on 10,000 pages of text// better then nothing.. also print the cdb rdb names cequ etc and save it to a share point

john poole
bellsouth business
columbia,sc