ACD question 1

[chado12]

Ok, we have had a huge increase in volume of calls lately. A lot of calls are going unanswered on one of the ACD lines because of this volume. So, if everyone in the ACD loop are busy do the callers go into a queue? If so how can i attach a message to the people in the queue saying that their call will be answered soon and maybe play some hold music.


Im using an OPT61C

 

[GHTROUT]

Print out the LD23 REQ PRT TYPE ACD. That is where all the prompts are for FRRT (First RAN Route), etc.

If you use Symposium or Contact Center, you have more complexity.

--
Nortel Resources at GHTROUT.com World Famous!
--

 

[chado12]

On the ACD number in question i do not see FRRT. I see NRRT.

 

[PERRYPJ]

It may not show up until you build the route and a trunk

OLD ROLMEN WORKING ON NORTELS AND AVAYA

 

[PERRYPJ]

Print the ACDN and post it here

OLD ROLMEN WORKING ON NORTELS AND AVAYA

 

[chado12]

ok i found it when i did another print



TYPE ACD
CUST 0
ACDN 6026
MWC YES
MAXP 15
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 11
FRT 20
SRRT 13
SRT 30
NRRT
FROA NO
NCFW
FNCF NO
FORC NO
RTQT 6
RTQO NRD
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT 20
RTPC NO
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 5

 

[bigindian65]

right there it is first ran route timer and first rsn route

FRRT FRT

Mato' Was'aka

 

[PERRYPJ]

Dial the ACOD for Route 11 and see if you hear the Ran recording

OLD ROLMEN WORKING ON NORTELS AND AVAYA

 

[DFKSydney]

I see 2 possible issues with your ACD programming:

1: There is no NCFW programming. This is night call forward, and comes into play when there are no agents logged into the ACD.

2: The RTQO option is set top NRD (Not Ready). There is a possible problem here in that if your agents do not answer a call that is presented to them, the call returns to queue. Not a problem as such, but the agent goes into Not Ready.

This then means that no calls are presented to them, but, the caller remains in queue waiting for the agent to then become ready to accept.

The othere option here is MSB which will take the agent out of queue, and, along with the NCFW, possibly provide your callers with a better experience. The down side to MSB is that the agent will need to log back into the queue to accept calls.

 

[chado12]

Is the 11 out beside FRRT the number of rings before it picks up?

 

[MossEng]

No FRRT is First Ran Route, so 11 is the announcement route.
FRT is First RAN Timer, it is set to 20 seconds.

 

[bigindian65]

haunsel? wrong story mac..........that's down the street.......haunsel?? *

Mato' Was'aka

 

[chado12]

I need to shorten then ring time. When i call 6026 it rings and rings and rings and then finally the message is played. What do i need to change to shorten that.

 

[bigindian65]

it rings because it is a RAN CON continious ran, if the message is lengthy, contacts are waiting at the gate for the start of the message 30 contacts can be on the same message at once.

Mato' Was'aka

 

[trvlr1]

FRT, first Ran Timer. This is in seconds and you have it set to 20.Is this the message you are refering to?

 

[chado12]

It rings a lot longer than 20 seconds. I changed that to 10 seconds and it still rings 11 times. Maybe thats because like bigindian65 said they are waiting at the gate.

 

[trvlr1]

If the volume is that big, you might want to consider pulling it in to 2-3 seconds, then put a much shorter message on it ... "We are currently experiencing high call volumes, please hold for the next available agent". Shortening the time, lets the caller know they have a connection, not just ringing no answer, shortening the message will allow them all to hear it much more quickly. You may want to consider adding agents too at least in the short term. You may want to look in to why your music route did not kick in too.