ACD incoming calls...

[takmsdsm]

When a call comes in on the ACD, is there a way to set it that if the active agent doesnt pick up within lets say 45 seconds, that the call will go back into the queue or to the next available agent?

 

[Nortellian]

look at the rtqo and rtqt options in the acd

 

[takmsdsm]

unfortunately my documentation is from an earlier release and doesnt have those two in it... can you explain what those are and what they do? thank you.

 

[Nortellian]

RTQT (0)-50 Return to Queue Timer after no answer in number of ringing
cycles
RTQO (NRD)or MSB Return to Queue Option

 

[lretrievers]

The Return to Queue timer is activated if the call gets presented to the in calls button on the agent's phone. The timer gets activated for the RTQT value and then sets the phone to NRD or MSB which ever option you put in.

However, if you have idle agents there and they are all sitting in NRD.....the call will follow all the ACD programming until an agent becomes available.

 

[takmsdsm]

Is there a way that when an incoming call comes in, that instead of ringing on the callers phone, that the ran message and hold music will play. even if its ringing on an agents phone?

 

[Nortellian]

FROA (NO) YES First RAN On Arrival (the 1st RAN to be given to
incoming calls immediately; FRT time ignored)
If FROA = NO, the call is forced to wait FRT time.
Recorded Announcement is only given if an idle agent is
not found.

Look at the froa prompt. It will play first ran even if agent is available. Not sure what else you are looking for.

 

[takmsdsm]

hmmm i have that set to Yes right now. but it will not play.

I am testing right now. I am calling my acd from my cell. My phone rings for the ACD. I get ringing. after 5 rings, it puts my phone to NRD, and then the phone continues to ring indefinately.

here is my ACD config.

REQ prt
TYPE acd
CUST 0
ACDN 5600

TYPE ACD
CUST 0
ACDN 5600
MWC NO
DSAC NO
MAXP 12
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI YES
ACAA NO
FRRT 21
FRT 120
SRRT
NRRT
FROA YES
NCFW 2551
FNCF YES
FORC NO
RTQT 5
RTQO NRD
SPCP NO
OBTN AGT
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT 180
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 5
RTPC NO
STIO
TSFT 120
HOML NO
RDNA NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO

 

[takmsdsm]

ok i set my FRT to 1, if no reps are available, it plays the RAN and hold music now, which it didnt do before. but it still rings if there are agents available. should FROA stop this?

 

[Nortellian]

Re-reading I am not sure. You could always send the call to voicemail first and have it play whatever message you want everyone to hear than tell people to hold while there call is transferred and have it no reponse to the acd queue.

 

[takmsdsm]

Its ok. I will just re-iterate the importance of getting the call answered quickly to the agents. Thank you everyone for your help.

 

[takmsdsm]

My next question is, when lets say the call has been in the queue or hasnt found an available agent after x seconds, and i want the call to go to a back up queue. Where would i set this at in the ACD setup.

I believe from what i have been reading that its the OVDN setting. Is the x seconds set in TOFT?

 

[sandyml]

Sounds like you want to play a mandatory first greeting, like "your call may be monitored or recorded" -- ?

Anyway, once the call is ringing on an agent phone, it can't play a RAN. This has to happen before presentation.

To get that recording to play first:

Build a "dummy" queue that does not have any agents in it. Set your NCFW prompt to go to your "real" queue. Set your NRRT prompt for the RAN that you want played. Direct your incoming calls to the "dummy" queue.

Now, when the call comes it and hits the dummy queue, the announcement will play and then the call will go to the "real" queue, where it can be presented to an agent. If there is not an agent immediately available, your FRRT and FRT prompts will kick in, and you can play a "please wait" greeting.

 

[takmsdsm]

ok thanks sandy. any insight on this question?

when lets say the call has been in the queue or hasnt found an available agent after x seconds, and i want the call to go to a back up queue. Where would i set this at in the ACD setup.

I believe from what i have been reading that its the OVDN setting. Is the x seconds set in TOFT?