Nortel Option 11C Basic ACD 1

[ba7389]

Haven't done this in years, and suspect some of you do it everyday. Appreciate any help you can offer. Switch is Release 25.40b with ACD package numbers 41, 42, and 45.

Would like to setup a very basic ACD group with 8 phones in a queue, with reporting using TTY1. After a caller waits 5 minutes in queue, will forward to Microsoft Unified Messaging. Am using M3904 sets, and have added an ACD key on button 0 with an MSB on key 2 and NRD on key 3.

LD23 ACD and SCB translations follow:


TYPE ACD
CUST 0
ACDN 2890
MWC NO
DSAC NO
MAXP 8
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT
SRRT
NRRT
FROA NO
NCFW 2050
FNCF NO
FORC NO
RTQT 0
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL NO
BYTH 0
OVTH 2047
TOFT 300
HPQ NO
OCN NO
OVDN 2050
IFDN
OVBU LNK LNK LNK LNK
EMRT
MURT
RTPC NO
STIO
TSFT 20
HOML YES
RDNA NO
DAL NO
RPRT YES
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO

TYPE SCB
CUST 0
CPRD 01 01 12 31
SHR 0
EHR 23
DOW 6
RFRQ 1
SFRQ 1
ROPT 2 4
PRIO 1
PAGE NO
AID NO
TOT4 NO

Am sure that there is more to do, but at this point, sets are not logged in to queue, and there is no prompt to login.

What else do I need to do, and can you point me toward documentation?

Thanks,

Bruce

 

[phonz1]

post a tn of one of these phones!

 

[ba7389]

There is only one for now and this is it.


DES M3904
TN 019 0 00 01
TYPE 3904
CDEN 8D
CUST 0
FDN 2050
TGAR 1
LDN NO
NCOS 3
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
CLS UNR FBD WTA LPR MTD FND HTA ADD HFA GRLD CRPA STSD
MWA RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA
CFTA SFD MRD DDV CNIA CDCA MSID DAPA BFED RCBD
ICDD CDMD MCTD CLBD AUTU
GPUD DPUD DNDD CFXA ARHD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USRD ULAD RTDD RBDD RBHD OCBD FLXD FTTC MCBN
CPND_LANG ENG
RCO 0
EFD 2050
HUNT 2050
EHT 2050
LHK 2
PLEV 02
SPID NONE
AST
IAPG 0
AACS NO
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 ACD 2890 2 1
AGN
01 MCR 2730 2 MARP
02 MSB
03 NRD
04 MCR 2730 2
05 DSP
06
07
08
09
10
11
12
13
14
15
16 MWK 2050
17 TRN
18 AO6
19 CFW 16 2454
20 RGA
21 PRK
22 RNP
23
24 PRS
25 CHG
26 CPN
27 CLT
28 RLT
29
30
31
DATE 11 MAY 2009

 

[telebub]

In the SCB block, change AID to yes and enter a valid range of agent ID's to use. You should then be prompted to log in.

Also, is OVDN 2050 an ACD queue with agents logged in? It will not work for overflow if not. Overflow will only go to a live ACD queue. (which can be a mail system if the system uses an ACD queue with logged in agents such as Meridian Mail).

War Eagle!
Lions Baseball '09!

 

[phonz1]

yep, telebub is right on

 

[phonz1]

also, is this correct? KEY 00 ACD 2890 2 1 I dont see and agent ID, unless 1 is it?

 

[ba7389]

Have changed LD 23 to agent ID = yes, and added 1 and 8 as high and low with 8 max logged in.

2050 is steering code that points at the lead number in a media gateway that reaches an Exchange Unified Messaging server. It would not look like logged in agents, so guess that's going to take some thought.

 

[ba7389]

1 is the agent ID (or I'm hoping that it is).

 

[telebub]

You are boxing yourself in using single digit numbers. Your agent ID's on key 0 should be at least 4 digit numbers. The minimum and maximum login ID's in LD 23 should be something line 1000-3999 or whatever your login ID range needs to be. Since you made it 1-8, i wonder if it is really 0001-0008? Print SCB and see.

Yes, OVDN to 2050 will not work.

War Eagle!
Lions Baseball '09!

 

[GHTROUT]

I don't think you want to use single digit Position IDs.

In your example, "1" is the Position ID, not the Agent ID.

You do not see the Agent ID in programming, since any agent ID can use any TN.

[©] GHTROUT.com [⇔] A Variety of Free Resources for Nortel Meridian/CS1000 System Administrators

 

[ba7389]

I actually used 0001 through 0008 for the agent IDs, but get the point and will change that to a bigger range.

GHTrout - So is the position ID meaningful if this is configured for agent ID mode? The any agent on any TN thing is important, so you've all got me pointed in the right general direction.

Where do I set the code(s) for logging into the queue(s)?

 

[GHTROUT]

The Position ID relates to the TN - it is simply an index that the agent is a member of the queue.

Example: When you add an ACD key, you might enter:
KEY 0 ACD 2890 1234 1

This would be Queue 2890, Position 1234, CLID Table 1

The Agent ID is used for reporting only, and is defined in the LD23 SCB.

You should start off making Position IDs 7 digits if you can (all within the same 100 thousands range). That way, you will have a virtually unlimited number of Position IDs to pick from, without using up your "good" DNs.

Tou find available Position IDs in LD20 REQ PRT LUDN - just like you were looking for any available DN

[©] GHTROUT.com [⇔] A Variety of Free Resources for Nortel Meridian/CS1000 System Administrators

 

[GHTROUT]

I should add this:

When you add an ACD key, you might enter:
KEY 0 ACD 2890 1234 1

However, once it is printed out, it looks like this:
KEY 0 ACD 2890 1 1234




[©] GHTROUT.com [⇔] A Variety of Free Resources for Nortel Meridian/CS1000 System Administrators

 

[telebub]

That would be KEY 0 ACD 2890 1 1234.

War Eagle!
Lions Baseball '09!

 

[GHTROUT]

Not so fat telebub

Enter one way, displays the other.


[©] GHTROUT.com [⇔] A Variety of Free Resources for Nortel Meridian/CS1000 System Administrators

 

[telebub]

Ahh, you beat me to the correction.

War Eagle!
Lions Baseball '09!

 

[GHTROUT]

So, we will reiterate:

When you add an ACD key, you might enter:
KEY 0 ACD 2890 1234 1

However, once it is printed out, it looks like this:
KEY 0 ACD 2890 1 1234


This would be Queue 2890, Position 1234, CLID Table 1

[©] GHTROUT.com [⇔] A Variety of Free Resources for Nortel Meridian/CS1000 System Administrators

 

[telebub]

I've never added an ACD key that way. I always put the CLID in the middle when adding. Are you saying that you can add an ACD key with the position ID in the middle and the CLID on the end?

War Eagle!
Lions Baseball '09!

 

[GHTROUT]

Oh, now you have ME all mixed up. I wrote it all backwards.

Someone better straighten this mess out and past an actual session into this thread!


[©] GHTROUT.com [⇔] A Variety of Free Resources for Nortel Meridian/CS1000 System Administrators

 

[ba7389]

Will go to the phones to try shortly, but....

By setting a range of agent IDs from 0001 thru 9999 (max allowable) in LD 23 SCB, and by entering KEY 0 ACD 2890 2 0001 for TN 19/1, I would see a position and agent ID of 0001 on a report if agent 0001 logged into the set at 19/1, right?

And the only changes I've made to this point are enabling agent mode, setting the agent ID range, and deleting the OVDN of 2050.

Thanks for the help and I will let you know.