ACD queue overflow question 1

[TDMtek]

I am in the process of setting up a new ACD Queue with 8 agents.
What I need to happen is; when all 8 agents are busy all new calls are “Overflowed” to my CallPilot system and played our Main Menu.

Seems simple but of course it’s not!
Where is what I run into.
If none of the agents are logged in, the NCFW prompt will send all calls to our CP menu. But if just one agent is logged in and the other agents are logged out or all the agents are logged in and busy, all calls just go into queue.
The NTP’s state that the OVDN only applies to an ACD queue’s, real queues not dummy queues as our CP System is using.
I have tried Interflow (IFDN) to a station but that also did not work.

Does anyone know if it possible to get this to work?

 

[bigindian65]

actually CP is an active ACD queue with agents logged in, so with a little manipulation, you should be able to OVDN your way to a CP SDN or Menu.....

Mato' Was'aka

 

[TDMtek]

I will try setting it up again, that was the first thing I did and I was unable to get any calls to overflow to CP.

 

[TDMtek]

Using the OVDN prompt set to my CP queue with agents and with the OVTH prompt set to 0 (When OVTH = 0 overflow is attempted when all agents are busy.)
Calls do overflow to the CP queue, but all I get is ring no answer.
Please correct me if I’m wrong but, CallPliot agents are attached to a ADAN ELAN, and that ADAN ELAN that is attached to a CDN so all calls must be directed to the CDN first, then the CDN uses the ADAN ELAN to control which CP queue agent will answer the call.
So when I direct call by bypassing the CDN all I get is ring no answer.
And OVDN prompt in LD 23 can’t be sent to a CDN.

 

[MossEng]

Your right with callpilot the call has to go to the CDN not the ACD queue to be answered, as the CDN and Agents are aquired the call hitting the CDN informs callpilot to make an aquired agent answer the call. Interflow should do what you require if set up as follows:

OVTH 0
OVDN (Blank)
IFDN 7000 (CallPilot CDN)
AENI YES (Automatic Enable Interflow)

The OVTH 0 will cause the incomming call to be overflowed as soon as all agents are notready/on call, as no OVDNs assigned it will go to IFDN, and as Inteflow is enabled by AENI it should work.

 

[TDMtek]

That worked, just as we need it to.
I had been down the Interflow path but I had missed the AENI prompt.