Reprogramming an ACD Queue - I'm Missing Something. 1

[hhallett]

I've been asked to change the timed overflow and after hours call handling for a hotel reservation queue. Currently, all calls in timed overflow or after hours go to internal voicemail.

I need to change both so that they call an outside toll-free number. I've verified that the number isn't blocked and can be reached from on premises phones.

I have tried programming the TFN as the NCFW in another ACD DN and used that ACD DN as NCFW & OVDN for the reservation queue. This doesn't work as after hours/ timed overflow calls only get routed to the internal Operator.

I have tried programming the TFN directly as the NCFW for the reservation queue and used the ACD DN mentioned above as OVDN for the reservation queue. This has the same result as above.

I have created a phantom phone with the TFN as hunt/fna and have tried using that extension as the NCFW for the reservation queue. This also didn't work.

I had this same queue set up to perform this same function several years ago and it worked. So I am missing something, probably something very simple, in trying to recreate that function.

Below is the current queue programming. I'd appreciate any suggestions.

3600 is the voicemail DN.

TYPE ACD
CUST 0
ACDN 1145
MWC NO
DSAC NO
MAXP 15
SDNB NO
BSCW NO
ISAP NO
RGAI NO
ACAA NO
FRRT 10
FRT 2
SRRT 11
SRT 30
NRRT
FROA NO
NCFW 3600
FORC NO
SPCP YES
OBTN NO
CWTH 1
NCWL NO
BYTH 8
OVTH 5
TOFT 46
HPQ NO
OVDN 3600
IFDN 1145
BUSY BSY BSY SRC BSY
AENI YES
OVBU LNK LNK LNK LNK
EMRT
MURT 16
STIO 5
TSFT 20
HOML NO
RDNA NO
DAL NO
RPRT YES

Regards,
Harry
"The legitimate powers of government extend to such acts only as are injurious to others. But it does me no injury for my neighbour to say there are twenty gods, or no god. It neither picks my pocket nor breaks my leg." --Thomas Jefferson

 

[Jeffnortel]

When you make your test calls are you dialing from an internal ext or could this possibly be a trunk to trunk transfer issue? Im assumming all agents are logged out during your testing. NCFW should work... Can you build a test acdn and ncfw to the external number?

 

[hhallett]

Jeffnortel:

1) Making test calls as outbound calls to the public network from an internal extension.

2) I doubt it's a trunk-trunk issue as the same problems occur if I call the queue as an internal extension.

3) Yes, all agents are logged out at the time.

4) I did build a test ACDN and NCFW it to the external number. It worked as it should when I called it. But, when I took that ACDN and plugged it in as the NCFW/OVDN of the call center queue it didn't work as expected and after hours/timed overflow calls get routed to the internal Operator.

I forgot to mention. The system is an Opt 81C running Rls 19 software.

Regards,
Harry
"The legitimate powers of government extend to such acts only as are injurious to others. But it does me no injury for my neighbour to say there are twenty gods, or no god. It neither picks my pocket nor breaks my leg." --Thomas Jefferson

 

[mlgmartin]

Why not put directly the telephone number in the NCFW of ACDN 1145?

"It is an equal failing to trust everybody, and to trust nobody.

 

[GHTROUT]

I would take the IFDN out of 1145. "X" it.

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

 

[hhallett]

mlgmartin:

I have tried programming the TFN directly as the NCFW for the reservation queue and used the ACD DN mentioned above as OVDN for the reservation queue. There was no difference in the result.

Regards,
Harry
"The legitimate powers of government extend to such acts only as are injurious to others. But it does me no injury for my neighbour to say there are twenty gods, or no god. It neither picks my pocket nor breaks my leg." --Thomas Jefferson