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

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M1north

IS-IT--Management
Sep 28, 2007
357
CA
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
 
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
 
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.

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