how do you create a new queue

[qahsan]

Everyone,

Here is a challenging task I have been assigned that I do not know how and not sure where to look for?

1) Identify a free DID number to allow dial into IVR

2) Create IVR ports from 2000-2023

3) Create a new queue and then assign the IVR ports to this queue

4) Ceate a new CDN for the pre-IVR and have this CDN target the IVR

5) Assign the DID to the pre-IVR CDN

6) Build a new Queue for agents to log into

If i could get any help from any Guru, and get me started on it, i would appreciate it.

thanks for looking into...
qahsan

 

[bigindian65]

For starters, you know your DID range? If it was 2000 to 2999you would go to ld 11 and:

REQ: prt
TYPE: ludn


CUST 0
DN 2

CUSTOMER 00 - UNUSED DNS:
2007 2018 2029 2030 2032 2033 2034 2035 2036 2037
2038 2039 204 205 206 207 208 209 2100 2101

If 3500 thru 35XX (small range)
at the dn you would put 35

So there is that. When you say create IVR ports, you have Symposium / Call Pilot??

 

[qahsan]

thanks for your reply and information you have provided.

Yes we have symposium call center server hooked up with our PBX.

 

[qahsan]

p.S: all of this has to be configured on the switch side though....

 

[qahsan]

i have a DID number now that i would like to assign/create for IVR. i am used to creating DID numbers for phone set and not sure what and how to create this for IVR?

 

[bigindian65]

What type of IVR do you have? Generally IVR has multiple 500 type analog TNs via a Lineside T-1 card for 24 channels. Are you x-cutting one TN for IVR? Build a single 500 w/ DID number you are going to use in ld 10. Not sure of what your setup is, could be a better way to accomplish what is being task to you. Please provide more detail, plenty of experts here to help you. The queue and ACD agents, CDN will be no problem.

 

[TAnselm]

Go to LD 23 and type:

REQ new
TYPE acd
CUST 0
ACDN 1111 <--- enter your did number
MWC
DSAC
MAXP 20 <--- this is the max number of agents
SDNB
BSCW
ISAP
RGAI
ACAA
FRRT <---- first RAN Route
SRRT <---- second RAN Route
NRRT <---- Night time RAN Route
FROA
NCFW <---- Night call forward (when the queue is closed)
FNCF <Enter> through everything else

 

[qahsan]

I see that 5690 is one of our DID:

REQ: prt
TYPE: dn
TYPE DNB
CUST 0
DN 5690
DATE
PAGE
DES
DN 5690
CPND
NAME IVR
XPLN 5
DISPLAY_FMT FIRST,LAST
TYPE 500
TN 009 0 00 00 MARP DES 500 4 OCT 2004
NACT
REQ:


I also see from 2000~2023 configured as Type 500:
REQ: prt
TYPE: dn
TYPE DNB
CUST 0
DN 20
DATE
PAGE
DES
DN 2000
CPND
NAME
XPLN 14
DISPLAY_FMT FIRST,LAST
TYPE 500
TN 003 0 00 00 MARP DES T1 22 APR 2005

DN 2001
TYPE 500
TN 003 0 00 01 MARP DES T1 22 APR 2005
.
.
.
.
DN 2023
TYPE 500
TN 004 0 00 07 MARP DES T1 27 FEB 2004

I think what i want to do now is to forward the call from 5690 to a "Queue/RoutePoint" where all the 2000~2023 are logged in...

 

[qahsan]

how do i create a Queue? I am not sure what kind of IVR we are using, is there a way i can find out? thanks...

 

[qahsan]

thanks bigindian65. here is the info you needed:

We have 500 type analog TNs via the Lineside T1-card. That's the 2000-2023 DNs of type 500

 

[TAnselm]

Sorry, I can only do so much sitting here. Those are questions you have to answer for yourself. I showed you above how to create a new queue. what the queue is for is irrelevent. Just build the queue and then add agents to it.

First things first if you want the 5690 to be your pilot number then go to LD 23 and type
REQ NEW
Type CDN
CUST 0
Pick another number (does not need to be did let's say 1111) for your DFDN.

Then follow my instructions above to build ACD queue 1111.

Then build your ACD agents (yes they can be 500 sets) under ACD 1111.

TADA you are done.

 

[qahsan]

thanks Tanselm.

ok i have the DId configured i guess... here are the settings:
REQ: prt
TYPE:
TYPE TNB
TN 9 0
DATE
PAGE
DES

DES 500
TN 009 0 00 00
TYPE 500
CDEN 4D
CUST 0
WRLS NO
DN 5690 0 MARP
CPND
NAME IVR
XPLN 5
DISPLAY_FMT FIRST,LAST
AST YES
IAPG 1
HUNT
TGAR 0
LDN NO
NCOS 0
SGRP 0
RNPG 0
XLST
SCI 0
CLS CTD DTN FBD XFA WTA THFD FNA HTD ONS
LPR XRD CWD SWD MWD RMMD SMWD LPD XHD SLKD CCSD LND TVD
CFTD SFD MRD C6D CNID CLBD AUTU
ICDD CDMD LLCN EHTD MCTD
GPUD DPUD CFXD ARHD OVDD AGTD CLTD LDTD ASCD
MBXD CPFA CPTA DDGA NAMA
MCRD
EXR0 SHL ABDD CFHD DNDY DNO3
USRD BNRD OCBD RTDD RBDD RBHD FAXD CNUD CNAD PGND FTTC
RCO 0
PLEV 02
AACS NO
MLWU_LANG 0
DATE 26 JUN 2007
i would like to forward the calls from 5690 to 3650 (ACDN) or another DN to test it... is there a way i can do it?
thanks...

 

[qahsan]

ok i setup the 5690 as type 2008 and enabled the forwarding to 3650(Queue). Its working fine. The only problem i am having is that it has to ring 4-5 times before it gets forwarded.... is there a way... anyone know that i can make the dn busy? and it wont ring and be forwarded right away... i know you can map the key as make busy... but there is no phone that is hooked up to that dn/DID. is there a setting in CLS that i can change? please let me know if anyone knows... i have been scratching my head trying to finish this task... thanks in advance!!

 

[TAnselm]

you don't make the dn busy.
You delete the 2008 X5690, and then build Queue 5690 and assign the agents to 5690.

 

[qahsan]

but then how can i dial a Queue 5690 from outside. Remember this DN=DID. We would like to be called this number and this number should take us to the Queue 3650..... pls let me know if you need more info.

all i want to do is, make this 5690 extension busy/not ready so the call goes straight to the queue 3650.

thanks.

 

[TAnselm]

If you do as I say the queue will be the DID. You just dial directly into the queue.

 

[qahsan]

the thing is... i have 24 ports already configured that are mapped with queue 3650... i dont want to change 5690 to a queue, that will either go to another queue (3650)? or i dont want to map the ivr ports to the new queue (5690). The queue is already there... all i want is to forward the calls to that queue (3650) from 5690... anyone?

 

[TAnselm]

Then take 5690 off the 2008 and make a LD 49 IDC entry to convert 5690 to 3650.

either that or get rid of the 5690 on the 2008 and program 5690 as a phantom with DCFW to 3650. That way it could be called from external or internal.

 

[qahsan]

I am sorry, i think i didnt provide enough information.

I can forward calls to queue 3650 from 5690 just fine, internall and externally.

The problem is that it rings, 4-5 times on 5690 before it gets transferred to 3650. I would like to program it in a way that the calls gets forward to 3650 rightaway as soon as it rings on 5690. i hope that explains everything. Please let me know if you need more info. thanks.

 

[TAnselm]

That is because 5690 is on a phone with fna to 3650. Get rid of the phone. See my post above. Use IDC or Phantom to forward directly to 3650 ***WITHOUT*** the phone.