PROGRAMMING AN ACD

[electrician1]

I HAVE PROGRAMMED AN ACD GROUP AND WANT TO DIRECT CALLS THAT ARE RINGING IN QEUE TO GO TO A VOICEMAIL BOX AFTER CERTAIN RINGS OR TIME LIMIT. DOES ANYONE HAVE A CLUE OF HOW TO GO ABOUT THIS? NEED HELP. THANKS IN ADVANCE

 

[81Charlie]

The (OVDN) will overflow calls depending on the Timed Overflow Threshold (TOFT), and the number of Agents available according to the Overflow Threshold (OVTH)

In your case, try setting the NCFW and OVDN to the DN for your voicemail system. Night Call Forward (NCFW) will automatically forward calls when all agents are logged out. Also program the TOFT to the time in seconds you asked for in your message. Four rings are about 16-18 seconds.

 

[electrician1]

Thanks for your reply. This is what I have. ACD 2930 with OVDN 2931-Voicemail box. TOFT of 6 and OVTH of 0. A NFCW to another voicemail box of 2932, that does work when my 2 agents are logged out. However, I need calls that are ringing for a period of time and agents do not answer or are busy to go to the voicemail box of 2931. DNs 2931 and 2932 are programmed as ACDs with MAXP of 1 and NCFW to our Voicemail system of DN 6900 where they are set up as voicemail boxes. I have heard that it is not good to chg ACDs station without disabling the TN first or rebuilding them. Does this hold true to changing the ACD for this stations. Hope this makes sense.

 

[unkalary]

Dont change ACD phones without disabling them. Never change Key 0 on an ACD phone. Out and then rebuild. You can change the ACD in LD 23 without any worry of corruption.