Order acd agent gets a call - Option11 2

[thephonefox]

Is there a way to set the order in which ACD calls are answered by the agents? I guess it doesn't go in DN, ACID, or TN order. No CC6 or CC7, just basic ACD off the Option11. I have been researching and testing for several hrs and just can't get it. Any help or point in the right direction would be great!! Thank you!

ACDN PRT included below
3 TN PRTs included below

Thanks!!
The Phone Fox
+++++++++++++++++++++++++++++++++++++++++++++++

REQ prt
TYPE acd
CUST 0
ACDN 3830

TYPE ACD
CUST 0
ACDN 3830
MWC NO
DSAC NO
MAXP 12
SDNB NO
BSCW NO
ISAP NO
AACQ NO
RGAI NO
ACAA NO
FRRT 7
FRT 12
SRRT 7
SRT 24
NRRT
FROA NO
NCFW 6677
FNCF NO
FORC NO
RTQT 4
RTQO MSB
SPCP NO
OBTN NO
RAO NO
CWTH 1
NCWL YES
CWLF 2
CWLW 3
BYTH 0
OVTH 1
TOFT NONE
HPQ NO
OCN NO
OVDN
IFDN 6677
BUSY BSY BSY SRC BSY
AENI YES
OVBU LNK LNK LNK LNK
EMRT
MURT 5
RTPC NO
STIO
TSFT 20
HOML NO
RDNA NO
NRAC NO
DAL NO
RPRT NO
RAGT 4
DURT 30
RSND 4
FCTH 20
CRQS 100
IVR NO
OBSC NO
OBPT 5
CWNT NONE


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
REQ: prt
TYPE: tnb
TN 11 11
DATE
AUD000

PAGE
DES

DES 0708TE
TN 011 0 00 11
TYPE 3904
CDEN 8D
CUST 0
FDN 6677
TGAR 1
LDN NO
NCOS 0
SGRP 0
RNPG 0
SCI 0
SSU
XLST
CLS CTD FBA WTA LPR MTD FNA HTA TDD HFA GRLD CRPD STSD
MWA LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LND CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDA CFXD ARHD FITD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC MCBN

CPND_LANG ENG
RCO 0
HUNT 6677
LHK 4
PLEV 02
SPID 2155
AST
IAPG 0
AACS NO
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 ACD 3830 0 2151
SUPY ACID 2155 KEY 08
01 NRD
02 MSB
03 SCR 6774 0 MARP
CPND
NAME Erica Keher
XPLN 11
DISPLAY_FMT FIRST,LAST
04 XMWK 6677 3929
05 AWC
06 SCN 3929 D
CPND
NAME SHARON KING
XPLN 11
DISPLAY_FMT FIRST,LAST
07
08
09
10
11
12
13
14
15
16 MWK 6677
17 TRN
18 AO6
19 CFW 4
20 RGA
21 PRK
22 RNP
23 SSU 0000
24 PRS
25 CHG
26 CPN
27 CLT
28 RLT
29
30
31
DATE 18 MAY 2010


NACT
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
REQ: prt
TYPE: tnb
TN 11 14
DATE
PAGE
DES

DES 1114
TN 011 0 00 14
TYPE 3904
CDEN 8D
CUST 0
FDN 6677
TGAR 1
LDN NO
NCOS 0
SGRP 0
RNPG 0
SCI 0
SSU
XLST
CLS CTD FBA WTA LPR MTD FNA HTA TDD HFA GRLD CRPD STSD
MWA LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LND CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDA CFXD ARHD FITD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC MCBN

CPND_LANG ENG
RCO 0
HUNT 6677
LHK 4
PLEV 02
SPID NONE
AST
IAPG 0
AACS NO
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 ACD 3830 0 2152
AGN
01 NRD
02 MSB
03 SCR 6775 0 MARP
CPND
NAME Kenrick Fridy
XPLN 13
DISPLAY_FMT FIRST,LAST
04 XMWK 6677 3930
05 AWC
06 SCN 3930 D MARP
07
08
09
10
11
12
13
14
15
16 MWK 6677
17 TRN
18 AO6
19 CFW 4
20 RGA
21 PRK
22 RNP
23 SSU 0000
24 PRS
25 CHG
26 CPN
27 CLT
28 RLT
29
30
31
DATE 18 MAY 2010
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
REQ: prt
TYPE: tnb
TN 11 9
DATE
PAGE
DES

DES 119
TN 011 0 00 09
TYPE 3904
CDEN 8D
CUST 0
FDN 6677
TGAR 1
LDN NO
NCOS 0
SGRP 0
RNPG 0
SCI 0
SSU
XLST
CLS CTD FBA WTA LPR MTD FNA HTA TDD HFA GRLD CRPD STSD
MWA LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LND CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDA CFXD ARHD FITD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC MCBN

CPND_LANG ENG
RCO 0
HUNT 6677
LHK 4
PLEV 02
SPID 2155
AST
IAPG 0
AACS NO
ITNA NO
DGRP
PRI 03
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 ACD 3830 0 2150
SUPY ACID 2155 KEY 09
01 NRD
02 MSB
03 SCR 6773 0 MARP
CPND
NAME Dorothy Matuza
XPLN 14
DISPLAY_FMT FIRST,LAST
04 SCR 7773 0 MARP
CPND
NAME Dorothy Matuza
XPLN 14
DISPLAY_FMT FIRST,LAST
05 AWC
06 SCN 3930 D
07 XMWK 6677 3930
08
09
10
11
12
13
14
15
16 MWK 6677
17 TRN
18 AO6
19 CFW 4 0726
20 RGA
21 PRK
22 RNP
23 SSU 0000
24 PRS
25 CHG
26 CPN
27 CLT
28 RLT
29
30
31
DATE 15 MAY 2010

 

[GHTROUT]

You can set an Agent's PRI (See the PRI prompt on your TNs)

Plus this is part of the mix:

http://www.ghtrout.com/ghtrout/files/ACD_How_call_priority_is_determined.zip

--
GHTROUT.com - Help for Nortel Meridian/CS1000 System Administrators
--

 

[thephonefox]

Thanks GHTROUT! I actually already found and looked at the pdf you sent in my last hrs of research!! My knowledge is limited on ACD off the Option11. I am a Symposium/CC girl.

I am going to try changing the PRI and see how far I get. I'll be back tomorrow to report! Thank you for the help!! Much appreciated!


The Phone Fox

 

[thephonefox]

Thanks GHTROUT! That did it. I just changed the PRIs to the order that the supervisor wanted and bang!! It Worked!! Thanks!


The Phone Fox