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We have a NEAX 2000 IVS with CCWX 2

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newsgazoo

newsgazoo

IS-IT--Management
Jul 22, 2011
22
US
We have a NEAX 2000 IVS with CCWX 2.0-2.1. The problem is years ago the vendor set up two ACD queues and one of them they set up to use a softkey to turn on night mode and the other one they set up to automatically turn on and off by a schedule. Well the hours are changing for the department with the automated night mode and I can't figure out where to change the schedule or how to shut off the automated mode and then switch it to manual. Of course the vendors techs have all left that were familiar with this antiquated system, so not having any luck getting help.
 
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Log into the CCWX ACD system. Go to the ACDSCH command to change the time. To remove the schedule you need to go to the ACDPILOT command and set the pilot number to go to a CCV and not to a schedule.
 
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I have a gui interface and see that there is a week schedule and pilot data under the MAT menu, but the week schedule is empty and the pilot data for that queue is already pointing at CCV. Maybe I am not understanding what you are saying? If there is an underlying command line in CCWX I am not familiar with it?
 
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No, the pilot number begins the routing. Either by CCV or by week. If the pilot number is pointed to a CCV then there is no ACD schedule involved. That version of IVS did not offer automatic night switching, so it's probably a system night mode button that redirects calls past the CCWX. If you are using a voicemail/AA to direct calls to the CCWX, then maybe your schedule is done there.
 
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I changed schedule 1 in voice mail to see if that might be what it was using, but it still shuts off an hour later. I checked CMD 4A00 to look at the schedules and put in the tenant for that ACD group and it says NONE.
 
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I forgot to mention if you try and override with a manual key it says night/fwd error?
 
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Post a list out of the CCWX settings. It can list out in excel. List everything one at a time and post the results so your ACD program can be analyzed.
 
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I have attached the settings. Thanks for looking!
 
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 C:\Users\jsollars\Desktop\ACD Settings\AgentLogon.xls, C:\Users\jsollars\Desktop\ACD Settings\CallControlVewctor.xls, C:\Users\jsollars\Desktop\ACD Settings\Communications.xls, C:\Users\jsollars\Desktop\ACD Settings\Pilot.xls, C:\Users\jsollars\Desktop\ACD Settings\Postiion.xls, C:\Users\jsollars\Desktop\ACD Settings\Split.xls, C:\Users\jsollars\Desktop\ACD Settings\System.xls, C:\Users\jsollars\Desktop\ACD Settings\Tenant.xls, C:\Users\jsollars\Desktop\ACD Settings\TrunkGroup.xls
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I guess I don't understand the format used to add attachments
 
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