Queing limit on basic ACD

[husker91071]

I am running a basic ACD group and need to know how to limit the number of calls that can queue, then once it reaches that threshold, it needs to go to VM. My ACD documentation CD has went MIA so I'm not sure what each of the settings are for. I thought it was MAXP but that was number of agents. My VM DN is 14444. Here is my group:

REQ prt
TYPE acd
CUST 0
ACDN 13156

TYPE ACD
CUST 0
ACDN 13156
MWC NO
DSAC NO
MAXP 10
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 52
FRT 2
SRRT 52
SRT 30
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 14444
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 50
RTPC NO
STIO
TSFT 20
HOML NO
RDNA NO
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 5
CWNT NONE

 

[bigindian65]

I don't believe it will be a number, but a Timer thresh hold for the amount of time you would want a call in q , then send it out elswhere. Such as OVTH and OVDN.

 

[bigindian65]

I think you would setup TOFT Timed overflow threshold in seconds 2-1800

and OVDN to a acd maxp1 NCFW to voicemail

I think???

 

[husker91071]

I tried to set the BYTH, OVTH, and CWTH to 0. Then I changed my TOFT to 20 (for 20 seconds) then I set my OVDN to a "bogus" ACD with maxp = 1 and NCFW to VM. After several tries, it still isn't working. Does anyone have any other ideas? Thanks for replying bigindian!

 

[Utreg]

The OVTH determines the max # of callers in the ACD Queue.
If this threshold is reached call will overflow to the OVDN.

So set OVDN directly to voicemail (that is an also ACD Queue I believe). And set the OVTH to anything > 0 (f.i. 3 if the 4th caller has to go to VM).

The TOFT determines the max time to spent in the the ACD Queue.
BYTH sets the threshold of max # of 'to recieve calls in the destination Queue'.

 

[djwht]

OVDN target MUST be an ACTIVE ACD Q - it CANNOT be a ACD Q with MAXP 1 - unless you actually have 1 agent logged in

 

[bigindian65]

I knew it had to be ACDN, didn't know the active agt. Thanks.

 

[husker91071]

What is IFDN? Would that serve my purpose?

 

[husker91071]

Okay, so I was able to get the queing limit set by eliminating the OVDN and setting IFDN directly to voicemail and setting AENI to yes. AENI prompt shows after IFDN is set. Please see thread798-1385698 for reference.

So now, I have the TOFT set to 20 seconds because I wanted to limit the amount of time that calls could queue. But that part isn't working. I know I'm close but I can't seem to get it to work!

 

[Utreg]

The Interflow IFDN reacts on the OVTH, so only on # of callers.
IFDN can be any (external) number and can also be set by a supervisor via a key.

 

[djwht]

I don't believe TOFT works with IFDN - I'll double check the configuration parm for TOFT in a bit, but I seem to remember that TOFT is use for OVDN and Enhance ACD.

 

[bigindian65]

Here you go, ACD Description 553-3001-351 Hope this helps


Interflow key (Advanced)
The Interflow (ENI) key enables the supervisor, during excess traffic periods,
to redirect incoming ACD calls to another predesignated DN, either on the
same switch or through the external switching network to another telephone.
Each Interflow key is associated with two DNs:
• An ACD DN (source queue).
• An Interflow DN (IFDN). The IFDN can consist of up to 23 digits,
including any required access code or asterisk (*) to indicate dialing
pause. The IFDN can consist of up to 31 digits.
Only one Interflow key can be assigned to each ACD DN. The Interflow key
must be accompanied by a DWC key for that ACD DN.
Interflow supplements Automatic Overflow. When a source queue meets or
exceeds the threshold set for Automatic Overflow, the system checks all
target queues (OVDNs). If the target queues meet or exceed the BYTH, or are
in Night treatment, the incoming calls do not overflow.
aaa = calls waiting in queue
bbb = agent positions occupied
ccc = waiting time for the oldest call in the queue
dddd = sum of all calls in other source TOF queues, call request
queue from another network location targeting this ACD
DN, and CCR calls
ACD supervisor features Page 67 of 528
Automatic Call Distribution Description
When this overload condition exists, the supervisor is alerted by the DWC
key fast flashing. The supervisor presses the Interflow key, and incoming
calls meeting or exceeding the OVTH are interflowed to the IFDN.
The ENI key lamp flashes when the supervisor presses the key. It continues
flashing until the key is pressed again and the feature is turned off. The flashing
does not mean that calls are interflowing, simply that the feature is activated.
The Overflow status must be determined by the supervisor since calls should
interflow to a destination that is not overloaded. The status of the target DN
cannot be determined automatically. After activating Interflow, the
supervisor should monitor the status of the call queues to decide when to
disable Interflow by pressing the ENI key again.
If the Interflow destination is outside the system, sufficient outgoing trunks
should be available to handle the expected volume of outgoing traffic when
the Interflow key is activated. Refer to “Enhanced Interflow” on page 202 for
a description of automatic interflow from source queues.

 

[husker91071]

I will work some more with this today. By the way, does anyone know where I can get another Nortel documentation CD? I have the Disk 2 of 2 but I need the 1st disk. Mine seems to have wandered off and I'm lost without it.

 

[husker91071]

Thanks to everyone for helping me with this! I'll post the results later.