ACD question?

[Billlaw143]

Newbie here with what I hope is an easy question. My new duties maintaining our CS1000 Rev7 and I have a question regarding an ACD assigned to 2300, which is one of our customer main menus that executes due to NCFW. The ACD has a MAXP of 1, and NCFW 2800. 2800 is our Call pilot System. My question is this? Where will the calls go if Call Pilot is down? I suspect nowhere since there is no other direction found in the ACD. What options would I need to setup to send calls somewhere else if CP is in fact down? I hope I've provided enough information for someone to lead me in the right direction, and hope I have worded my question using the correct terminology?
Thanks in advance for any help you can provide!

 

[MossEng]

If the Call Pilot is down, calls to 2300 will still NCFW to 2800. It is the configuration of the CDN 2800 which will determine where calls to 2300 are routed when the Call Pilot is down. In the CDN configuration for 2800 there is a DFDN prompt, and the number against this is where calls will be routed. The DFDN will be another ACD Queue, which you will then have to check the configuration of, to see where it sends the call. It will probably have a NCFW which will be the actual number calls go to when Call Pilot is down.

 

[Billlaw143]

MossEng, thank you, was exactly what I needed.