ACD Not forwarding

[Ehobbs]

Hi All,

I am trying to set up an ACD queue to forward to voice mail on a no answer. This is working fine if none of the queue members is logged in or if they leave the phone unattended. The queue rings to each station, sets MSB on no answer, goes to the next station and then goes to voice mail after busying out the last station (there are only 2). However, if both stations are off-hook on a non ACD key the incoming call just gets a ring-no-answer and the call is never forwarded. Does this make sense?

Any suggestions?

Ed

 

[johnpoole]

yes, you'll need to use ovdn to your voice mail dn. that will over flow after timers have been met

john poole
bellsouth business
columbia,sc

 

[Ehobbs]

Hi John,

OVDN is set, RTQT is set at 3 and RTQO is MSB. If at least one agent is not logged-out or not in MSB, but is on another (non-ACD) key then the system seems unable to do the RTQO.

Ed

 

[sandyml]

Set the TOFT prompt -- (Timed Overflow Threshold in Seconds)

 

[Ehobbs]

Hi Sandy,

TOFT is already sent to 10.
Hmm...

Ed

 

[sandyml]

Could you post a printout of this ACD queue?

 

[Ehobbs]

Sandy,

Here it is;

TYPE ACD
CUST 0
ACDN 2850
MWC NO
DSAC NO
MAXP 5
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
FRRT
SRRT
NRRT
FROA NO
NCFW 7000
FNCF YES
FORC NO
RTQT 3
RTQO MSB
SPCP NO
OBTN NO
RAO NO
CWTH 0
NCWL NO
BYTH 0
OVTH 1
TOFT 10
HPQ NO
OVDN 7000
IFDN 7051
BUSY BSY BSY SRC BSY
AENI YES
OVBU LNK LNK LNK LNK
EMRT
MURT 6
RIPC NO
STIO
TSFT 20
HOML NO
RDNA NO
DAL NO
RPRT YES

I think thats it.

Thanks everyone.

Ed

 

[johnpoole]

also make sure that the secondary dn's are marped on the sets and hta fna are correct on the stations

john poole
bellsouth business
columbia,sc

 

[Ehobbs]

Yep, FNA and HTA are set and the non-ACD DNs are MARPed.

Ed

 

[todd1019]

Did you ever resolve this? I am having a similar issue.

When my agents log out the call does not forward.