Transferred Calls Returning to ACD Queue

[BillDoor]

Hi

I'm having a problem with our Symposium Express ACD queues. Basically, if they receive an external call and transfer it to a standard extension, the call ends up being returned to the ACD queue after about 15 seconds if it is not answered.

Each extension is set to divert to voicemail on no answer (4 rings) but the calls are not staying on the phone long enough to do so.

Does anyone know of a setting that can either prevent calls returning to the ACD queue, or increase the time it takes to return?

 

[johnpoole]

check your script in the server, then check your rdr data. then check sfa on the sets. get back to me if i can help

john poole
bellsouth business
columbia,sc

 

[BillDoor]

Thanks for your reply. I've had a look at the scripts for the ACD queue, however as its a Symposium Express system, I've never needed to touch the scripts, I was able to follow the scripts and they look OK, but I may be missing something.

The RDR Data also looks OK, but again I don't really know what I am looking for.

The sets were all SFD, I set one to SFA but it made no difference, the call still went back tot he ACD queue.

After some further testing, I have found that the problem is also happening on internal calls.

 

[BillDoor]

Solved it.

It was down to a setting in the MPO_DATA block. The RGNA setting was wrong.

Our system maintainer found it.

Thanks for the advice.