Rollover ACD 4

[tellyteck1]

Hi All

I am having a terrible time with an ACD rolling over. The situation is there are three ACDs; one for the main number/menu, one for the rollover/menu and one for the rollover agents. The rollover works when all of the agents in the main are busy. It does not work when there are no agents logged into the main ACD. It just routes to voicemail. I have actually tried putting in the primary ACD the rollover ACD in IFDN, OVDN, and NWCF and still it routes to voicemail when there are no agents logged in to the main ACD. Does anyone have any suggestions? Any help is much appreciated. Thank you AJK

 

[johnpoole]

with no agents logged in the only prompt that works is ncfw. because the group is in nights

john poole
bellsouth business
columbia,sc

 

[tellyteck1]

Hiya John, good to hear from you! I actually do have NCFW going to the rollover so I dont really understand how voicemail is being hit at all. Hmmm! AJK

 

[sandyml]

Are you just using ACD? There is no Symposium or other call routing system in the mix?

 

[tellyteck1]

Hi Sandyml, no this system is call pilot, application server and option 11. The funny thing is is that the rollover works if all the agents are busy on the main acd but when they are not calls are routed to voicemail. I have IFDN, OVDN and NCFW all routing to the rollover so I really have no idea why the voicemail is getting hit???? thank you for your help
AJK

 

[tellyteck1]

Hi, I am still having the problem. The rollover acd gets the calls only when all agents are busy on the primary but when there are no agents on the primary logged in, the rollover acd gets no calls even when available and the calls are routed directly to voicemail. The config is as follows:

main acd=1234 menu

2ndary acd 6789 menu, option 1 routes to acd 3333

acd group 3333 (consists of 1 agent)

mail 5001

main acd 1234, NCFW 6789, OVDN 6789, IFDN 6789

2ndary acd 6789, NCFW 3333, OVDN nothing, IFDN 5001

acd group 3333, NCFW 5001, OVDN nothing, IFDN nothing, MAX 1

2ndary acd, NCFW 4020, IFDN 5001, OVDN

Any help is much appreciated. Thank you in advance for any suggestions. AJK

 

[GHTROUT]

remember - dogs roll over - phones hunt when busy or Forward upon no answer.

is that important?


~

http://www.DeadPhone.com/

http://www.GHTROUT.com/

 

[sandyml]

tellyteck1, I'm a little confused. Let me see if I understand..

1234 and 6789 are not real ACD queues (meaning no real people are logged into them). They are "dummy queues" that go to an auto attendant in Mail. In that case, it doesn't really matter what the OVDN and IFDN are.

There's only 1 agent in 3333 -- are they logged in?

What is your actual main ACD queue? The one with real people logged in? And is 3333 your overflow queue? Or is it another dummy queue (MAXP=1, NCFW = 5001 to Mail indicates that it probably is)?

From what I understand, everything would keep looping to Mail. Can you clarify and post printouts of your queues?

 

[tellyteck1]

Hi Sandyml!

Thanks for helping me out. I found the mistake. The first acd routed to the second but as it turned out the second acd for some strange reason routes (NCFW) to the mail system via an acd and not the menu for the overflow or in doggy language, rollover!! Anyway, thank you for taking the time to write me back. I appreciate it. Thanks so much. AJK

 

[acewarlock]

When no agents are logged in it should follow the NCFW number.

 

[tellyteck1]

thanks Acewarlock, appreciate it
AJK

 

[sandyml]

Good to hear you figured it out