Ring no answer on ODN?

[cuneyt2919]

Hi is it possible to set a spesific time out duration to an ODN to divert the call to other extension or group?

I mean, there is a system parameter for Acd groups which is xx seconds for ring-no answer time...
IS there any ODN- spesific parameter such as, if the call comes to ODN, and not been answered for xx seconds, route the call to spesific ACD...???
Regards

 

[gedii]

Hi

I take it you are referring to a Ring-No-Reply divert as controlled by the CDINI command ? If so, there is a global MD110 setting which defines the RNR divert short and long times. Are you aware of this ?

These times are set by the SYTDS command and can be set the same or differently as required. Of course they apply to the entire switch and would affect all users that have RNR diverts set so I don't know if they're what you are actually looking for ?

gedii

 

[cuneyt2919]

Hi gedii,
there is a parameter set long time 14 seconds and short time 3 seconds.

Bu the problem is, it works only when ODN is in diversion position,
i mean when ODN and ADN is ready, while the call comes to ODN, it rings continously, and no diversion takes place..

Here is parameters for system

<sytdp;
SYSTEM TIME SUPERVISION DATA
CALL DIVERSION NO ANSWER LONG TIME = 14
CALL DIVERSION NO ANSWER SHORT TIME = 3
OPERATOR QUEUE TIME LIMIT = 30
PAGING INTERVAL = 100
PAGING TIME NO ANSWER = 240
PAGING QUEUE TIME ALARM LIMIT = 240
END

And also here are some parameters for my ODN
<KSCAPIR=5021;
KEY SYSTEM CATEGORY PRINT
DIR TRAF SERV CDIV ROC ITYPE TRM ADC LANG
5021 00040400 02021201 011150000 000001 20 0 10100103000 F


<aucop:auth=5021;
AUTHORIZATION CODE DATA
AUTH CODE CILCOD CAT CSP CHECK CUST
5021 5021 28 YES


<exccp:cat=28;
EXTENSION CATEGORY CODE
CAT TRAF SERV CDIV ROC
28 00040400 02020201 011150000 000001

END


So when agent logged in to ODN with auth code 5021, the category is 28 , and CDIV is like this...

Any idea?
Regards

 

[PetrNik]

Hello,
Could you print SUSIP on these extensions?

 

[gedii]

Hi

Ignore my previous response. I'm fairly sure that once an ACD type call is "ringing" on an agent's phone, it cannot be subsequently diverted away anywhere as this defeats the basic principle of ACD: - "Longest waiting call goes to longest free agent" It would be treated as an abandoned call if it could be diverted away.

The ACD parameter that you referred to is a "queueing overflow" timer and is permissable under ACD rules as the call would not have been presented to an agent at that stage.

I don't know of any answer to your problem therefore, sorry !

gedii

 

[gedii]

Hi

Further to my last post, there is ASPAC 165 available which governs how long a call will stay ringing on an agent. If the timer elapses, the call will be presented to another agent within the same ACD group and the initial agent will have its' ACD ADN's marked as unavailable for subsequent calls.

gedii

 

[cuneyt2919]

Hi this is SUSIP state

<SUSIPIR=5021;
STATUS INFORMATION AT 09:20:26 09JUL04
DIR TYPE TRAFFIC STATE/PTR LINE STATE/PTR DIV STATE ADD INFO
5021 DTS CALTER #026A BUSY #03B5 BSY,NAN
ODN1:CALTERIN
ODN2:IDLE
ODN3:IDLE
END


And this is CDIDP,

<CDIDPIR=5021;
CALL DIVERSION INDIVIDUAL DATA
DIR DIV
5021 5022

Normally the call should route to 5022 after a while of ringing but no action.. It only rings...

 

[PetrNik]

Hello,
And what about 5022? May be 5022 diverted to somewhere?

 

[cuneyt2919]

Hi ,

<CDIDPIR=5022;
CALL DIVERSION INDIVIDUAL DATA
DIR DIV
5022 5022

END

But the problem is, the call routes to 5022 when the ODN 5021 is in "not ready" state... It routes immediately.
but when ODN is ready to answer call, it rings but no diversion takes place.