ACD Not Working as expected. 2

[xizziz]

I have set up an acd group which at times just keeps ringing and there is no answer, I can't figure out why it is doing this.

the acd:
DN 4050
CPND
NAME HOME CARE ACD
XPLN 27
DISPLAY_FMT FIRST,LAST
TYPE ACDN
ACID 7481 TN 036 0 12 04
ACID 7381 TN 036 0 12 05
ACID 7372 TN 036 0 12 06
ACID 7387 TN 036 0 12 07
ACID 7477 TN 036 0 11 15
ACID 7383 TN 056 0 04 11

the acd phone where only one user is logged in when this happens:
DES 3904
TN 036 0 12 05
TYPE 3904
CDEN 8D
CTYP XDLC
CUST 0
ERL 0
FDN 4127
TGAR 1
LDN NO
NCOS 5
SGRP 0
RNPG 13
SCI 0
SSU 0000
LNRS 16
XLST
SCPW
CLS UNR FBA WTA LPR PUA MTD FNA HTA TDD HFA GRLD CRPA STSD
MWA LMPN RMMD SMWD AAD IMD XHD IRA NID OLA VCE DRG1
POD DSX VMD SLKD CCSD SWD LNA CNDA
CFTA SFA MRD DDV CNIA CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUA DPUA DNDA CFXD ARHD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD
AHA DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
CDMR MCDD T87D PKCH
CPND_LANG ENG
RCO 0
EFD 4127
HUNT 4127
EHT 4127
LHK 5
LPK 5
PLEV 02
DANI NO
SPID NONE
AST
IAPG 0
AACS NO
ITNA NO
DGRP
PRI 02
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 ACD 4050 0 7381
AGN
01 MSB
02 NRD
03 DWC 4050
04 SCR 6481 0 MARP
CPND
NAME MARIA POGORELEC
XPLN 27
DISPLAY_FMT FIRST,LAST
05 SCR 2890 0 MARP
06 ADL 16
07 ADL 16
08 ADL 16
09 ADL 16
10 ADL 16
11 ADL 16
12
13
14
15
16 MWK 4127
17 TRN
18 AO6
19 CFW 4 5977
20 RGA
21 PRK
22 RNP
23 SSU 0000
24 PRS
25 CHG
26 CPN
27 CLT
28 RLT
29
30
31
DATE 5 OCT 2010

the acd:
TYPE ACD
CUST 0
ACDN 4050
MWC NO
DSAC NO
MAXP 10
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 41
FRT 10
SRRT 7
SRT 60
NRRT
FROA NO
CALP POS
ICDD NO
NCFW 0
FNCF NO
FORC NO
RTQT 5
RTQO MSB
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 500
TOFT 6
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 50
RTPC NO
STIO
TSFT 20
HOML NO
RDNA NO
LABEL_KEY0 NO
NRAC NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 5
CWNT NONE

 

[bigindian65]

I see you are not using call force, is it flashing on set and they are not answering to call? Are they logged in? You have no NCFW set, if not logged in, still not closed, are closed but no NCFW

Mato' Was'aka

 

[xizziz]

NCFW is set to 0 for the switchboard operator, will this not work?

 

[xizziz]

can I ask what call force is? and what would you suggest to change?

 

[DFKSydney]

Call force means that when a call is presented to an agent, the agent gets a warning tone, then the call is "auto-answered". It means that there can be no return to queue no answer.

From the above, if your agents do not answer within 5 ring cycles the incoming call is returned to the head of the queue, and the agent is put into MSB.

The parameter in the ACD programming for call forcing is "FORC".

You have an NCFW to 0. You would need to prove what 0 is, and is it available at the times you think that calls are diverting to it.

Remember, you would need all agents in the ACD to be in MSB before NCFW was invoked. This could take a long time.

 

[xizziz]

Thank you, got it, there was no recording on message 1