ACD Calls to ring once then go to V/M?

[GringoMcC]

Hi all,

Please help if you can......

Currently, calls in our ACD queue will ring 2 sets of 5 rings before going to voicemail.

Is there any way to get the incoming call to only ring one set of 5 rings before diverting to voicemail?

Hopefully that makes sense to someone!

Regards,

Dame.

 

[johnpoole]

stat the phones, make sure then are logged in, if your using ovtn to mail, make the trsh timer longer.. disu the set that don't ring (after log out) disu and enlu, log it back in.. could just be a glitch... another trick is to trac x x x x the tn of the acd set in ld 80, you might see a msb or nrd key active, but not lit

john poole
bellsouth business
columbia,sc

 

[Burgal]

I'm having a similar problem.

If all the phones are MSB, then the ACD will go to Mail.
If one phone isn't busy, the call will ring indefinately until someone picks it up. Especially bad if someone walks away from their phone and forgets to MSB.

Here is my queue, and I have 3 agents.

TYPE ACD
CUST 0
ACDN 4499
MWC NO
DSAC NO
MAXP 3
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 11
FRT 2
SRRT 12
SRT 22
NRRT
FROA NO
NCFW 7400
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT 30
HPQ NO
OCN NO
OVDN 7400
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 10
RTPC NO
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO



What I would like is for it to ring twice, if no one picks up, then to go to MOH for 1 minute, and if no one picks up then to go to Mail.

Thanks

 

[johnpoole]

after a ring for an acd call to go back into que you'll need to set up the acd so it will make that set msb and return to que, then if ovdn timer is reached send it to mail

john poole
bellsouth business
columbia,sc

 

[Burgal]

Well it gets a little more complicated. They have lots SCRs on their phones too. If they're on an SCR and can't answer a call in the QUEUE, they can't not ready their phone...

 

[Burgal]

And which option is the OVDN timer, and is it in time (s) or rings?

 

[johnpoole]

your over flow is set to 7400, your overflow thershold is default to 2047 seconds, a long time.. good news is it's not broke, bad news is you don't need an acd group.. an acd group is for acd, if a caller hits the que, waits her turn, then the agent is on a non acd line so it just rings unanswered.. not the best way to do business.. might be better to send callers to a mb and let them know their problems are of no concern to you... might sound rough, but you can't make a acd group not be an acd group. either set it up so acd calls are primary, or just let the number ring on a few mcr keys.. a pure acd group, agents can't make or take non acd calls while they are logged in..

john poole
bellsouth business
columbia,sc

 

[Burgal]

After talking to my staff extensively today, I've started to come to that conclusion myself. Basically I need to direct all their calls to a bunch of MCR buttons.

I was thinking of directing their other lines into one pool of MCRs... If you use a 0 position ACD forwarding to the MCR pool multiple instances of one MCR, would the call display show the originating ACD?

 

[acewarlock]

you need 1 position, NCFW to MCR. YES

 

[Burgal]

Do you think it would be better to have three instances of the same MCR on one person, or three MCRs with a hunt?

Does Make Set Busy still work with MCRs?

eg 7505, 7506, 7500 and 7475 all DIDs all ACD to MCR 7601 with three instances on three agents phones
or above, but hunt to MCR 7601 > 7602 > 7603?

does the display show the ACD that they called?

 

[johnpoole]

mcr 7601 7601 7601, would work perfect, msb does work and hunt is not needed.

john poole
bellsouth business
columbia,sc

 

[GringoMcC]

Thanks John!

Yet again, you've sorted it!

Thanks

 

[Burgal]

One last thing... Two simultaneous ringing calls on an MCR doesn't work, and I think the second one will go to voicemail. But i'll try it out and see.

 

[johnpoole]

two simultaneous ringing calls on an MCR is the main reason for mcr, that's the way my phone is set and i don't get mails, if i answer line two, if i don't answer it does fna to mail

john poole
bellsouth business
columbia,sc

 

[Burgal]

shoot. The voicemail picks up the originating ACD #, not the destination ACD # when it goes to our call director mailbox.

Eg, I'm using an ACD to forward 7506 to 7500. This is a transfer mailbox. Then the transfer mailbox transfers to 7690 our MCR.

But when I use the above ACD cfw to 7500, the voicemail picks up the 7506 #...

 

[johnpoole]

is 7500 a menu or a voice mail? if it's a voice mail, just add 7506 as a member.. if it's a menu just add a voice service dn for 7506, and point it to the same voice service id as 7500.. either way will work.. mail always look at the original dialed dn.. the best way around that is an ide table.. if you add 7506 as a IDGT to 7500 (CDGT) then the switch will see the original dial dn as 7500 from outside.. i also use idc to send local help desk calls to a different dn then ld help desk calls.. i use idc table 1 on my local route, idc table 2 on my ld inbound, and dialing the same number in house xxx help, gets you the inhouse help desk..

so 1 803 xxx help goes to 3000
xxx help goes to 4000
help goes to 5000

that not only gives people the right agent for the call, but lets me get usage numbers on different call types.. this let me find out that 8 inhouse agents could log on to the national acd during cetrain hours.. in house almost stops between 11 and 2, ld gets flooded 10 to 12 (west coast calls).. using the switch to solve problems helps keep the boss out of the switchroom


john poole
bellsouth business
columbia,sc

 

[Burgal]

Heh. I guess having the Call Agent know the call came in on 7506 and the voicemail thinking the call came in on 7500 is exclusionary thing then...

 

[Burgal]

PS, for 7506 and 7505 I'm going to use a transfer mailbox to forward them to 7500.