RAN and ACD Calls 4

[alaanajim]

I have situation where there are 2 agents in ACD queue, when the agents are busy or make set busy enabled it should go to the RAN route. The issue when ever I enable make set busy the ACD inbound call keeps on ringing and does not go to RAN either it is internal or external call. When I dial the ACOD I can hear the message. Below is the configuration, please check if I'm missed up in the configuration.

TYPE ACD
CUST 0
ACDN 7601
MWC NO
DSAC NO
MAXP 2
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 100
FRT 2
SRRT
NRRT
FROA NO
CALP POS
ICDD NO
NCFW
FNCF NO
CWTT 40
HMSB YES
ACPQ NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 3
TOFT NONE
HPQ NO
OCN NO
OVDN 7171
IFDN 7171
BUSY BSY BSY SRC BSY
AENI YES
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR YES
TRDN NONE
ALOG YES
OBSC NO
OBPT 5

TYPE CDN
CUST 0
CDN 7501
FRRT 100
FRT 2
SRRT
FROA NO
MURT
CDSQ NO
DFDN 7601
NAME NO
CEIL 2047
OVFL YES
TDNS NO
AACQ NO
CNTL NO
VSID
HSID

TYPE RDB
CUST 00
DMOD
ROUT 100
DES RAN
TKTP RAN
NPID_TBL_NUM 0
VTRK NO
NODE
RTYP CON
GRD IDLE
REP 3
POST DIS
RANH
STRT IMM
WAIT RGB
BDCT NO
ASUP NO
ACOD 778
TARG
CDR NO
NATL YES
CFWR NO
IDOP NO
MUS NO
PANS YES
TTBL 0
OHTD NO
ALRM NO
TIDY 778 100
SGRP 0
AACR NO

DES RAN
TN 040 0 00 00
TYPE RAN
CUST 0
XTRK EXUT
TIMP 600
BIMP 600
AUTO_BIMP NO
RTMB 100 1

 

[GHTROUT]

If ALL available agents are "busy on calls", FROA=YES says play the FRRT immediately, then place the caller in Queue.

If ALL agents are in MSB, the queue is closed, otherwise known as "Night". At that time, the route defined in NRRT will play.

You have neither value set in your printout above. That is why it isn't playing.

If Symposium or CC is involved, the instructions are taken from the settings in that system.

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--

 

[alaanajim]

Thanks for the help, I will give it a try. One more question

Can I route the calls to specific voice mail box when there are no agents available or MSB (ACD queue closed)?
Any other parameter I have to disable or enable if the calls are routed through the callpilot.

 

[GHTROUT]

If all Agents are MSB, the queue is in Night. Set the NCFW to be the extension of voice mail, and calls will go to the mailbox.

You can also TOFT to Voice Mail. TOFT is the timer "If a caller waits X seconds in queue, they will go to the OVDN".

--
Nortel Resources at GHTROUT.com World Famous!
--

 

[MossEng]

Both the Queue and CDN are configured correctly for RAN, FRRT 100(First RAN Route) and FRT 2 (First RAN Timer in Seconds). So the first RAN should kick in after 2 seconds, as long as the queue is open and no agents are available to take the call. as GHTROUT mentions, what I think is happening is that you are using MSB to busy the agents, which actually has the effect of logging the agents out of the ACD queue, and if there are no agents in the queue it closes, and with no night treatment defined you get the default, which is ringtone no reply. Try testing using NRD instead. I don't think Symmposium/CC is involved as CDN is not acquired.

 

[edkender]

GHTROUT is TOFT to an OVDN of the Callpilot ACD Queue a supported feature? I have had this implemented in the past and it does work. However I ran into a problem with Callpilot having issues in the transfer block and dropping calls going to an ACD queue. The vendor requested I remove this because in the Callpilot engineering guide it states it is not supported. However the issue was with the first ran on the Miran card. Once I re-seated the card the issue has been resolved. I'm thinking of adding this functionality back in because I don't think this was the issue. What are your thoughts?

 

[GHTROUT]

My thoughts are "Where did the vendor find this in the Engineering Guide". Can you imagine Nortel publishing that you cant overflow a Queue to voice mail? LOL, well, I guess I can imagine it. Whoda thought there would be a patch that fixes dial tone.

--
Nortel Resources at GHTROUT.com World Famous!
--

 

[edkender]

I did find it which basically states the cdn of CP needs to know about every call that hits voicemail. When you OVDN to the CP queue and build an SDN of voice messaging the CDN does no know about the call at this poInt. If you call the CDN directly CP answers. When you call the CP queue it does not. However when you TOFT to the queue it does pick up. Just curious because there is alot of things that work that Nortel said it did not.

 

[alaanajim]

GHTROUTE thanks for the great help. The RAN announcement works perfectly, however when I TOFT to voicemail it does not work it just keeps on playing the announcement. Below is the ACD configuration

TYPE ACD
CUST 0
ACDN 7601
MWC NO
DSAC NO
MAXP 2
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 100
FRT 2
SRRT
NRRT
FROA YES
CALP POS
ICDD NO
NCFW 7777
FNCF NO
CWTT NONE
HMSB YES
ACPQ NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047 I tried with OVTH = 1
TOFT 10
HPQ NO
OCN NO
OVDN 7609 its an ACD with NCFW to callpilot CDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR YES
TRDN NONE
ALOG YES
OBSC NO
OBPT 5

When I dial 7609, I'm able to get the voicemail.

 

[edkender]

Is 7609 the ACD queue of Callpilot? If so you need to build it as an SDN in Callpilot with an application of Voice Messaging just like you have the CDN built.

 

[alaanajim]

I have built SDN in the callpilot when I dial this ACD 7609 I can hear the voicemail prompt and I can leave a message.

I'm just little confused, is it necessary to be an ACD of the callpilot. Or any ACD with NCFW to the CDN of the callpilot.

 

[edkender]

When you TOFT it has to go to a live manned queue. Callpilot always has virtual agents logged in and available unless your having issues. Callpilot ACD queue should never have a night call forward programmed. It's there to take calls 24 x 7.

The question I was getting at with GHT was that if you call your CP CDN directly you get Callpilot and you can login. If you call your queue directly you will get an RNA, however when you TOFT to the queue it will answer and correctly based on the digits that routed in. I've used this and it works great for basic ACD to do a TOFT. However I has a transfer block issue at one time and the vendor thought it was this because Nortel states this is not a supported scenario because the CDN needs to now about every call that comes into CP. When you TOFT to the queue that call never hits the CDN.

Here is what it says in the CP planing and engineering guide.



"ACD DN overflow
The Meridian 1 switch does not permit the ACD DN to overflow to a CDN.
Therefore, the ACD DN overflow is not possible with CallPilot, which uses
a CDN model for call management and control. If ACD DN overflow is
required, then use either Symposium Express or Symposium Call Center
Server integrated with CallPilot as a viable alternative that provides
enhanced call routing capabilities".

 

[GHTROUT]

Excellent post edkender! thank you!

--
Nortel Resources at GHTROUT.com World Famous!
--

 

[edkender]

GHT, however I still believe this works and does not create an issue. When running basic ACD this is a huge benefit to the callers that after a set time they can leave a message in a mailbox instead of holding in queue.

Do you use this within any of your systems? If so have you run into any problems?

 

[alaanajim]

edkender correct me if I'm wrong.

If I have CDN 7501 that is DFDN to the ACD 7601, then I have to OVDN to the ACD queue of the Callpilot say 7000 and create SDN with routed digits that is the CDN 7501 to get the callpilot route the call to the voicemail.

 

[edkender]

Example:

CDN = 7000 in callpilot SDN 7000 = Voice messaging

DFDN = 7010 typically the DFDN is an answering point when callpilot is out of service or in maintenance example the operators. Any call coming into Callpilot at that point will route to the DFDN

CP ACD Queue = 7020 all Callpilot agents belong to this queue

Typically this is not built as an SDN. However you can build this as an SDN = voice messaging.

You would then TOFT and OVDN to 7020. However in my previous post this is not a supported feature but it does work.

 

[alaanajim]

edkender, it works.

Thanks for your help and GHT.