Trying to understand ringing vs music vs RAN recording on an ACD Queue

[M1north]

Hello,

I have a basic ACD queue with 4 agents. If I have 3 Agents on MCB + NRD, and one agent on a call received through the queue....why are the next 2 callers getting ringing and not hearing music/RAN recordings when they hit the queue? Also, same thing happens when I NRD the 4th phone...

Here is the Queue:

REQ PRT
TYPE ACD
CUST 0
ACDN 8444

TYPE ACD
CUST 0
ACDN 8444
MWC NO
DSAC NO
MAXP 4
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA YES
FRRT 38
FRT 4
SRRT 37
SRT 18
NRRT
FROA YES
NCFW 3322
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT 12
HPQ NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 88
RTPC NO

Thx

 

[GHTROUT]

I suspect it has to do with the number of RAN channels . Not everyone can hear the RAN it at the same time. The channels are either hardware (number of ports wired) or they are Broadcast licenses.

Find more at GHTROUT.com

 

[kstaff22]

To hear music on hold---the que must 1st answer the call with the RAN---looks like 4 seconds of ring and then answer by RAN rt 38. Then if the caller is answerd and in que-RAN 37 will play every 18 seconds till an agent becomes available. The 1st thing I would check is the RAN recording---print out the route datablock for rt 38 and 37 and then dial the access codes to verify the RANs answers.

 

[M1north]

OK, RAN 1 works fine.....ring, message (no agents available please hold) but no on-hold music. When you call RAN route ACOD, I hear music....currently 16 people in queue.

DO you have to have 16 music channels/trunks to play to 16 people>?

 

[M1north]

Hmmm, only 1x trunk in route 88...will this cause an issue?

 

[GHTROUT]

The number of trunks may or may not be the issue. One trunk with 20 broadcast channels is the same as 20 trunks.

If you do not have RAN Broadcast - then "one trunk" will play to "one caller at a time". Shorten the message - lots of people are waiting to hear it

Find more at GHTROUT.com

 

[M1north]

Ok, some better details:

OPT 81C running 25.40

Music route 88, T1 is on loop 44. 2 music trunks on loop 52 0 with conference loop set at 1 + 33.

The Music works on all incoming regular calls - non ACD.

If I call internal ACD, I get the MOH!! If I call external # for ACD, no MOH!!

The routes associated with the DID for the ACD is set to MRT 88/MUS=yes.

Cant figure this one out....would it matter if same route (88) is used on all 12xT1 + ACD Queue?

BOTH RAN play fine to internal/external calls in the Queue.

Thx

 

[GHTROUT]

In that release, you need a music trunk in each network group. I do not see a trunk in Group 0 (Loops 0 thru 31). Loops 32 to 63 are in Group 1.

Find more at GHTROUT.com